At least 3 years of customer support experience; experience in a business process outsourcing environment is preferred.
Strong organizational and multitasking skills.
Discretion when handling confidential information.
A Bachelor's Degree is nice to have.
Responsibilities
Supervise and guide a team of customer support specialists.
Provide hands-on assistance to team members during peak times or complex cases.
Foster a collaborative and supportive team environment.
Handle escalated customer inquiries, concerns, and issues professionally and empathetically.
Collaborate with clients via phone, email, chat, or client customer relationship management systems such as Zendesk.
Ensure timely resolution of customer issues and high customer satisfaction.
Diagnose and resolve technical issues related to business process outsourcing processes and systems.
Escalate complex technical problems to internal teams for resolution.
Stay updated on industry trends and best practices.
Identify opportunities for process improvement within the customer support function.
Collaborate with management and team members to implement process enhancements.
Streamline workflows and optimize efficiency.
Maintain accurate records of customer interactions, technical issues, and resolutions.
Contribute to knowledge base articles and support documentation.
Ensure support information is up to date and accessible to the team.
Monitor customer interactions to uphold service quality standards.
Participate in quality assurance initiatives and training programs.
Provide constructive feedback to team members.
Respond promptly to changing business needs.
Adjust strategies and tactics based on evolving requirements.
Desired Qualifications
Leadership experience is a plus.
Job Title: Customer Support Team Lead
Location: Mexico City
Company: Umbrella BPO & Client Companies
Overview:
As a Customer Support Team Lead at Umbrella BPO, you will be a pivotal part of our client support operations, ensuring exceptional service delivery and maintaining a positive customer experience. You’ll lead a team of customer support specialists, driving efficiency, quality, and continuous improvement.
Key Responsibilities:
Leadership and Support:
Supervise and guide a team of customer support specialists.
Provide hands-on assistance to team members during peak times or complex cases.
Foster a collaborative and supportive team environment.
Customer Interaction:
Handle escalated customer inquiries, concerns, and issues with professionalism and empathy.
Collaborate with clients via phone, email, chat, or client CRM systems (e.g., Zendesk).
Ensure timely resolution and high customer satisfaction.
Technical Expertise:
Diagnose and resolve technical issues related to BPO processes and systems.
Escalate complex technical problems to internal teams for resolution.
Stay updated on industry trends and best practices.
Process Enhancement:
Identify opportunities for process improvement within the customer support function.
Collaborate with management and team members to implement enhancements.
Streamline workflows and optimize efficiency.
Documentation and Knowledge Base:
Maintain accurate records of customer interactions, technical issues, and resolutions.
Contribute to knowledge base articles and support documentation.
Ensure information is up-to-date and accessible to the team.
Quality Assurance:
Monitor customer interactions to uphold service quality standards.
Participate in quality assurance initiatives and training programs.
Provide constructive feedback to team members.
Adaptability and Flexibility:
Respond to changing business needs promptly.
Adjust strategies and tactics based on evolving requirements.
Qualifications:
Professional English Fluency
Minimum 3 Years of Customer Support Experience:
Preferably in a BPO environment.
Leadership experience is a plus.
Strong Organizational and Multitasking Skills
Excellent Communication and Interpersonal Abilities
Discretion with Confidential Information
Bachelor’s Degree (Nice to Have)
Working Conditions:
This role may occasionally require evening or weekend work to accommodate different time zones or meet project deadlines. If you’re passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we encourage you to apply for the Customer Support Team Lead position. Join our team and contribute to our clients’ success through outstanding service and leadership! 🌟