#Boost2026

Gordian Staffing, A New Way of HR. We focus on helping small and medium-sized enterprises in the United States and Canada to make business more accessible by offering specialized services and providing high-quality people solutions for those organizations, constantly growing and looking for better results in their markets.

About Our Client The largest privately owned homeowner association management company in the West, their goal is to customize their resources and services to the needs of their clients' communities so they can live the moments that matter in the best possible way.

***This position is remote and open to all over the country, but you'll be required to visit our offices in CDMX or GDL on the first day (expenses are covered by you)

Available only for applicants living in Mexico*** We are looking for a Team Lead to provide support in the following activities:

- Must have a thorough understanding of all duties and responsibilities of the department and the ability to monitor and perform these duties at the highest level.
- Monitor and coordinate agent availability to ensure daily service goals are met. Monitor the call queue and log in to maintain service levels. Assist with challenging issues and/or escalated calls.
- Assist with calls, chats, and emails as needed.
- Provide input to the Community Care Trainer to update all the Standard Operating Procedures
- Run work order reports and complete stat reports for the team and any other reports assigned
- Demonstrates and promotes a strong customer service attitude and focus at all times.
- Assist the Community Care Manager in all departmental responsibilities as assigned, to include providing input on performance evaluations, recruiting, and training of staff.




- Complete all duties required to make sure that the team is covered during all periods. This would include scheduling, handling vacation requests, and sick time.
- Conduct call monitoring to ensure quality control of team members.
- Communicate and coordinate with other departments to provide and maintain the highest level of support and customer service.
- Spend at least one third of your time performing side by side with each team member, coaching, mentoring, and developing, ensuring customer service levels are meeting company values.
- Other job duties as assigned.

Work Schedule Monday to Friday

- Regular Schedule: 10:30 a.m. to 7:30 p.m.Mexico City Time
- Daylight Saving: 9:30 a.m. to 6:30 p.m.Mexico City Time

Benefits

- IMSS
- Remote Work Equipment (Laptop, Monitor, and Headset)
- Major Medical Insurance
- Christmas bonus of 30 days (Aguinaldo)
- 12 vacation days after the first year.

After The First 3 Months, We Add The Following

- Minor Medical Insurance
- Food vouchers (10% of monthly gross salary).
- Restaurant Tickets (MXN 2,069 per month)
- Savings Fund (8% of monthly gross salary).

Minimum Requirements Only resumes/CVs in English will be reviewed

- Min. 50 Mbps Internet Speed
- High School diploma
- At least 5 years of experience in customer service call center environment (previous managerial experience is an advantage)
- Must have excellent written and verbal communication skills.
- Proficient in MS Office; Minimum typing speed of 30 wpm; (Experience using Zendesk is a plus)
- Must demonstrate a high level of customer service, sound judgment, excellent problem-solving skills, and the ability to multi-task in a fast-paced environment
- Personable, outgoing, and enthusiastic personality. Must be self-motivated and able to work independently

Competencies Proactive Attention to Detail Problem solver Reliable Leadership skills

📌 Customer Service Team Lead - REMOTE (Ciudad de México)
🏢 Gordian Staffing Careers
📍 Ciudad de México