Customer Support Group LeadDepartment: Customer Service Operational Excellence
Employment Type: Full Time
Location: Mexico

DescriptionWe’re expanding our Customer Support team in one of the most significant markets for inDrive. This new team member will be responsible for monitoring service metrics and implementing strategies to achieve departmental KPIs and goals. Conduct regular performance evaluations and provide feedback, onboard new hirings and support on recruitment processes . If you are ready to be part of a new team and go to the next step we are waiting for you.

Key Responsibilities
- Own day-to-day management of a team (up to 20 agents): attendance, adherence, break control, handovers, and shift change discipline.
- Run daily stand‑ups with yesterday’s KPIs, today’s priorities, blockers, and assignment.
- Monitor SLA, CSAT, AHT, QA, adherence, efficiency (chats/hour) in real time. Trigger corrective actions.
- Deep‑ dive analysis (repeated contacts, escalations) and implement fixes.
- Identify recurring defects (top contact categories/root causes)



and submit proposals to improve flows, scripts and self‑help sections.
- Pilot improvements (A/B where possible), measure impact, and scale successful changes.
- Report shift results with a short summary.
- Communicate changes (policy, product, promos) clearly to the team and verify understanding.
- Support hiring/onboarding and developing. Highlights performance risks early.
- Enforce policy, data privacy, and compliance standards. Coordination with HR/QA/Training as needed.

Skills, Knowledge & Expertise
- 3-4 years in Customer Support/Contact Center or Ops. 1-2 years in a coordinator/senior/acting‑supervisor capacity.
- Background in BPO, ride‑hailing/delivery, e‑commerce/marketplace, fintech, or logistics preferred.
- Hands‑on experience managing 20 agents per shift, with direct KPI accountability (SLA, CSAT, AHT, QA, Efficiency).
- Proven record of coaching, running stand‑ups, real‑time monitoring and han

📌 Customer Support Group Lead (Ciudad de México)
🏢 inDrive
📍 Ciudad de México