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:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. Quality Assurance:
   • Monitor customer interactions to uphold service quality standards.
   • Participate in quality assurance initiatives and training programs.
   • Provide constructive feedback to team members.
7. 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! 