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.

📌 Customer Support Team Lead (Ciudad de México)
🏢 Umbrella BPO
📍 Ciudad de México