Customer Support Team Lead

Role overview ApolloIO is hiring a Customer Support Team Lead to oversee a group of support professionals in the Mexico City office. This position centers on improving customer satisfaction and making support operations more efficient. What you will do Supervise and mentor customer support team members Provide training and guidance to help staff deliver high…

Join Shiji Group as a Team Lead for our Support division, where you will oversee customer service operations and lead a dedicated team of support professionals. In this dynamic role, you will ensure high-quality service delivery, develop processes to enhance team performance, and collaborate with other departments to provide comprehensive solutions for our clients.

Customer Experience Team LeadJoin Nelo and lead the CX team to elevate agent performance, quality, and coaching at one of Mexico's most dynamic fintech companies.As part of Nelo's rapidly expanding CX operation, you will oversee a team that engages with millions of transactions involving credit, payments, and e-commerce. This role is pivotal, focusing on operational leadership while ensuring our agents deliver exceptional service daily.In this position, you will take charge of functional supervision of all frontline agents, driving coaching, quality assurance, daily performance management, and handling escalations effectively.This role requires being present in our Mexico City office 80% of the time, fostering direct engagement with your team.

Role Overview Vista Group is looking for a Support Lead to join the team remotely from Mexico City. This position focuses on delivering strong customer service and keeping support operations running smoothly. The Support Lead guides support initiatives, mentors team members, and works to improve support processes. What You Will Do Lead support projects and day-to-day operations Coach and mentor support staff Identify and implement improvements in support workflows Help ensure customers receive timely, effective assistance Location This is a remote role based in Mexico City, Mexico.

ABOUT US At Indie Campers, we are dedicated to making road trips accessible to everyone. As a leading campervan marketplace, we've harnessed a digital-first approach and a customer-centric ethos to create an exceptional booking experience that offers high-quality road trips at competitive prices. With over one million nights booked across our travel platform, we have proudly served more than 300,000 travelers from 169 countries. Our diverse range of offerings includes short-term RV rentals, long-term campervan subscriptions, and opportunities to purchase vehicles from our inventory. Driven by a strong technological backbone, we face exciting challenges that require top-tier talent and unwavering motivation. Join our expanding team and embark on this thrilling journey with us. THE ROLE As the Senior Support Lead Specialist - Americas, you will be an integral part of a regional team responsible for executing processes at our local depots and managing their teams. Your primary focus will be to ensure that operational support procedures are implemented to the highest standards for both our customers and local operations. Your role is crucial in enabling our global support team to execute processes designed to assist our local operations, ensuring customer satisfaction, and supporting team members in your region. You will directly impact client experiences by leading service recovery efforts, identifying process improvements, and implementing actions aimed at enhancing customer satisfaction. Reporting to the Regional Operations Director, you will serve as the customer advocate within the regional team, striving for optimal execution to meet customer expectations and coordinating efforts with your team. WHAT WILL YOU WORK ON? Oversee daily execution of local operations, analyzing customer satisfaction data to identify improvement opportunities. Implement daily service recovery procedures, proactively addressing customer journeys that have breached service SLAs and adjusting experiences accordingly. Coordinate corrective actions and improvements based on customer feedback.

Customer Care Team:The Lead Customer Care Specialist – Business Operations will play a pivotal role in developing, managing, and expanding a specialized customer support operation that caters to complex financial products for professional clients. Initially, this hands-on leadership position will oversee a team of agents while laying down the essential operational frameworks, processes, and performance standards needed to provide exceptional service.This role will evolve to encompass the leadership of a comprehensive operational structure, including coordinators, supervisors, and agents, ensuring superior performance across critical service metrics such as SLAs, CSAT, AHT, and resolution quality. Acting as a vital link between frontline support, product teams, and internal stakeholders, you will drive continuous improvements in customer experience and operational efficacy.Key Responsibilities:Oversee the daily performance of the Customer Care operation, ensuring adherence to crucial support metrics including SLAs, CSAT, AHT, and resolution quality.Directly manage an initial team of agents, addressing escalations, monitoring performance, and upholding operational discipline during the outset of the operation.Offer coaching, feedback, and performance management while helping to establish a leadership framework (coordinators and supervisors) as the operation scales.Design operational processes such as shift structures, escalation flows, and workload distribution to ensure efficient service delivery.Monitor on-floor service quality, identify recurring operational challenges, and collaborate with internal teams to bridge knowledge or process gaps.Ensure the support model meets the expectations of professional clients requiring clear, accurate, and efficient resolutions.Translate feedback from customers and agents into actionable insights for product teams, including tool enhancements, bug reports, and workflow improvements.Collaborate closely with Product, Analytics, and cross-functional teams to address systemic issues affecting customer experience.Establish the operational structure, processes, and governance needed to scale the support organization.Analyze operational data and dashboards to uncover trends, root causes, and opportunities for service delivery enhancements.

Join Stripe as a Fraud Operations Team Lead and play a pivotal role in safeguarding our customers from fraud while improving our operational processes. You will lead a dedicated team, fostering a culture of excellence and innovation in fraud prevention strategies.Your responsibilities will include developing and implementing effective fraud detection measures, analyzing data to identify trends, and collaborating with various departments to optimize our approach. As a leader, you will mentor team members, ensuring they are equipped with the skills needed to excel in their roles.

Flora Food Group is hiring an IT Regional Services Team Lead for the Americas, based in Mexico City. This position manages IT services and solutions for the region, focusing on smooth operations and effective support. Role overview The Team Lead will supervise a group of IT professionals, coordinating their work to maintain reliable technology systems. The role centers on delivering IT services that help the business function efficiently across the Americas. What you will do Oversee day-to-day IT operations and support for regional offices Guide and support a team of IT staff Work to ensure IT services align with business needs Location This role is based in Mexico City, Mexico.

Are you passionate about delivering exceptional customer service? As a Customer Support Executive at NielsenIQ, you will play a pivotal role in enhancing our customers' experiences. You will be responsible for addressing customer inquiries, providing product information, and resolving issues in a timely and effective manner.Join our team and contribute to a culture of excellence while developing your skills in a collaborative environment!

Join our dynamic team at Turner Townsend as a Strategic Recruitment Sourcing Team Lead. In this pivotal role, you will spearhead innovative sourcing strategies to attract top talent across various sectors. Your expertise will guide the recruitment team in identifying and engaging with exceptional candidates, ensuring we meet our organizational goals efficiently.

About UsAt Doctoralia, we are dedicated to humanizing the healthcare experience through technology. As the leading platform in the Mexican market and a global reference in SaaS solutions for the medical sector, we connect millions of patients with specialists, transforming clinical practice into an efficient, patient-centered digital experience.We are on the lookout for a passionate, strategic, and growth-oriented Customer Growth Team Leader to be a key ally to our specialists.Role OverviewYour mission will be to spearhead revenue growth within our existing specialist base, ensuring they derive maximum value from Doctoralia while expanding their utilization of our solutions. You will guide your team to identify account expansion opportunities, driving the adoption of Doctoralia Payments and other ecosystem products through effective upselling and cross-selling strategies.Operating at the intersection of Customer Success and Revenue Growth, you will assist specialists in advancing their digital transformation, optimizing consultation management, and automating billing processes. Through trust-based relationships, product usage analysis, and strategic portfolio management, you will turn our existing clients into success stories and sustainable growth engines for the company.Your impact will be measured by revenue expansion within existing accounts, new product adoption, and the continuous value generated for our specialists.

Join the dynamic team at Keywords Studios Mexico as a Videogames Customer Support Specialist, focusing exclusively on written support. This role is ideal for individuals who excel in communication and enjoy assisting players through non-verbal channels.POSITION SUMMARY:As a part of the Player Support team, you will engage with players to resolve issues related to account recovery, gameplay inquiries, and more, all while delivering exceptional customer service via chats, emails, and tickets.

Profile of the Monitoring Team LeadDegree RequirementsA University Degree in a technical field such as Computer Science, Telecommunications, or Mathematics is required.Demonstrable ExperienceAt least 5 years of proven experience in team leadership, project management, and decision-making within a technological context.Technical Areas ExperienceA minimum of 3 years of experience with technical areas, platforms, tools, and programming languages relevant to this role.Service HoursService coverage is from 7:00 AM to 6:00 PM, managed globally by team members.On-Call RequirementOn-call service may be required.Specific Knowledge RequiredFamiliarity with BMC TrueSight Synthetic Monitoring, Elastic Synthetic Monitoring, BMC Entuity, BMC ProactiveNet Performance Manager, BMC Patrol Configuration Management, BMC Patrol Central, RTServers, OpsGenie, and CA Spectrum is essential.Main Functions and Tasks:Monitoring Role Definition:Collaborate in technical group meetings and assist project/application teams in defining monitoring processes.Analyze requirements for monitoring solutions tailored to specific needs.Identify corporate or standardized monitoring solutions that best fit the needs.Design monitoring strategies for new solutions, applications, or infrastructure.Implement, test, and standardize the new monitoring solutions.Create comprehensive documentation for all monitoring designs.Integrate monitoring tasks into incident and change management processes.Configuration of Monitors and Metrics:Ensure proper installation of monitoring tools on necessary systems.Configure monitors in compliance with corporate standards.Apply relevant performance metrics for comprehensive monitoring.Enhance event data to provide context for incident resolution.Automate the installation and updating of monitoring systems.

Doctoralia connects patients and medical specialists in Mexico through technology. As a leading healthcare platform and SaaS provider for the medical sector, Doctoralia supports millions in accessing care and helps clinics deliver digital, patient-centered services. Role overview The Customer Success Team Leader oversees a team that responds to support requests by phone, chat, and email. The main goals are to maintain high customer satisfaction (CSAT) and strong first call resolution (FCR) rates. This leader guides team members to understand client needs, resolve issues, and provide timely solutions. What you will do Manage and support a customer success team handling incoming inquiries across multiple channels Coach team members to address client needs and challenges effectively Monitor and improve CSAT and FCR metrics Work closely with other internal teams to achieve service goals and drive continuous improvement Location This position is based in Mexico City.

Lendable seeks a Customer Support Agent for the Mexico Credit Card Team based in Mexico City. This team acts as the first line of support for customers who have questions or concerns about their credit card services. The position focuses on guiding customers, addressing their needs, and ensuring a smooth experience. Main responsibilities Answer customer questions related to credit card services Provide clear information and practical solutions Maintain a positive and proactive approach in each interaction Contribute to customer satisfaction and loyalty through effective communication This role places a strong emphasis on communication and problem-solving. The team aims to make every customer feel supported from the moment they reach out.

About PayJoyAt PayJoy, we are dedicated to transforming financial access for underserved communities in emerging markets. Our innovative secured credit technology serves as a gateway for new customers to enter the credit system, facilitating a modern quality of life through point-of-sale financing and card offerings. By empowering our customers, we enable them to become micro-entrepreneurs and provide them with a safety net during challenging times. With over 18 million customers served and a commitment to sustainable growth, our cutting-edge machine learning, data science, and anti-fraud AI technologies are at the forefront of our mission.Role OverviewWe are seeking a dynamic Customer Support Manager to lead and optimize our Customer Support Area, ensuring maximum efficiency, productivity, and customer satisfaction while driving profitability. In this role, you will supervise daily operations and implement strategies that enhance customer experiences and support our organizational goals.

Role overview The Product Advocate - Customer Support role at Apollo.io centers on supporting customers and ensuring they have a positive experience with the platform. This position is based in the Mexico City office and requires full English proficiency. What you will do Product Advocates use their in-depth understanding of Apollo.io’s features to assist users and answer questions. The role involves clear communication and a focus on customer satisfaction, helping users navigate the platform and resolve issues efficiently. Requirements Located in Mexico City Full proficiency in English Strong product knowledge and communication skills Work environment This is an in-office position in Mexico City. The team values individuals who can combine technical understanding with a customer-focused approach.

In response to the COVID-19 pandemic, we are currently providing TEMPORARY remote work opportunities. Candidates must be prepared to return to the office when project demands arise.At Keywords Studios Mexico, we are seeking enthusiastic Customer Support Representatives to provide exceptional written support—this role does not involve phone calls.POSITION SUMMARY:The Player Support team engages with gamers, assisting them with issues like account recovery and inquiries about game details, delivering top-notch customer service through chat, email, and support tickets.

Become a Key Player at Novibet as a Customer Support Specialist!Are you eager to make a significant impact in an innovative and rapidly expanding company? If you possess a strong passion for customer service and excel in high-energy environments, this opportunity is tailor-made for you.About UsEstablished in 2010, Novibet is a renowned GameTech company with a presence in Europe, the Americas, and various other regions including Greece, Brazil, Ireland, Finland, Mexico, Chile, Ecuador, Cyprus, and New Zealand. Our operational hubs are strategically located in Greece, Malta, Brazil, and Mexico, employing over 1,200 dedicated professionals across our global footprint. We are committed to leading the charge in technological innovation, consistently enhancing and delivering seamless online gaming and entertainment experiences to our growing customer base.Why Join Novibet?At Novibet, we empower our team members to excel by prioritizing personal and professional growth through collaborative learning and adaptation to new challenges. We are dedicated to cultivating a positive, inclusive, and supportive workplace culture where every individual can prosper.Join our global team of over 1,200 passionate individuals who value diversity, innovation, and personal development.Your RoleAs a Customer Support Specialist at Novibet, you will serve as the primary contact for our customers, addressing inquiries related to account management and betting options. You will effectively resolve issues such as payment discrepancies and access challenges, ensuring a smooth customer experience.Key ResponsibilitiesAssist our customers through live chat, phone, email, and social media with a wide range of inquiries related to payments, logins, verification, and betting.Respond quickly to customer requests and inquiries.Address complaints and provide suitable solutions.Escalate unresolved issues to appropriate internal teams and follow up for resolution.Document inquiries, feedback, and complaints.Improve customer experience by sharing valuable insights with Product teams.What You Bring to the TableHigh School Diploma or equivalent from an accredited institution.Proficiency in English is a plus.Previous experience in a similar role or in a call center setting is preferred.Strong computer skills.Exceptional communication and interpersonal abilities.Willingness to work in a shift rotation.What We OfferAt Novibet, we genuinely appreciate our employees! Within our vibrant, fast-paced environment, we encourage everyone to reach their fullest potential while enjoying the journey. Here’s how we support that:Competitive Compensation: Attractive salary and bonus structure.

Join our dynamic team as an International Customer Support Specialist at Justworks! In this role, you will engage with customers across the globe, providing exceptional support and ensuring their experience with our platform is seamless. Your expertise will help clients navigate our services efficiently, fostering strong relationships and ensuring satisfaction.