In CARESTREAM we are seeking an experienced US BOC Team Lead Service Support II to oversee service support operations within our Business Operations Center. You will guide a team of service support specialists, manage operational metrics, and drive continuous improvement.
Key Responsibilities:
Lead day-to-day operations of the Service Support team to ensure service-level agreement (SLA) compliance.Coach, mentor, and evaluate team performance, driving team growth and operational excellence.Serve as the senior point of escalation for complex US service support and ticketing issues.Collaborate with US regional management to align service strategy and process standards.
Requirements:
Advanced / Fluent English proficiency (written and spoken).Bachelor's degree (undergraduate) or high school diploma.Up to 5 years of experience in call center customer service/integral environment & up to 2 years experience as Team Leader.Deep understanding of service support frameworks, ticketing platforms, and CRM workflow management.Strong leadership, conflict resolution, and stakeholder management skills.Worked on C4C and Genesys (Preferred).Quality methodologies, ideally 6 Sigma Black/Green Belt certified preferred.
Benefits & Compensation:
Base Salary: $38,000.00 $48,000.00 MXN gross/monthAnnual Variable Performance BonusFood VouchersSavings FundMajor Medical & Life Insurance & Dental Plan.Above the law Christmas Bonus.Vacations as stated by law + above the law vacation Premium.Pension Plan.Hybrid Work Model & Paid Leave Programs.
📌 US BOC Team Lead Service Support II (Zapopan)
🏢 Importante Empresa Del Sector
📍 Zapopan
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