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.

- 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! ?

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