TTI Latin America is in search of our next Customer Service Team Lead. This role is accountable to guarantee that remote Customer Service Team performs their functions in manner, time, with high quality, efficiently and effectively to allow the ISR team to meet/exceed budget goals (Sales/GP%). Maintain total customer satisfaction through excellent service with inputs from the Manager.

What our Customer Service Team Lead do:

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- Effectively supervise and ensure the optimal operation of the Customer Service team members by holding them responsible for meeting management initiatives, expectations, discipline policies, provide ongoing instructions and implementing processes and procedures.
- Ability to lead, provide training and oversee day-to-day Customer Service team performance and workflow to guarantee exceeding the continuously evolving service expectations of the customer base, thereby enhancing the overall TTI customer experience.
- Participate in the hiring process for new team members. Conduct training, orient, onboard new hires, ensure timely and form completion of Training.




- Responsible for identifying areas to improve within the team, work with management to implement necessary actions to enhance such areas and to keep records of the different skill levels.
- Verifies that the needs of Sales team and Customers are being met by soliciting feedback regularly, this way ensuring that the team is meeting performance expectations.
- Continuously monitors the morale, healthy work environment, job satisfaction and assist the management team in keeping the team motivated, challenged and ensure employee retention; responsible for advising the management team of any possible issues that could affect our operation.
- Provides support to team members by resolving conflict, managing stressors in the workplace, and advocating for team members when needed; conducts regular 1:1 with all the team members and listens to feedback.
- Escalation Management, Root Cause Analysis

📌 Customer Service Team Lead (Guadalajara)
🏢 TTI
📍 Guadalajara