US BOC Team Lead Service Support II

Job Title: US BOC Team Lead Service Support II

Job Type: Full-time (Hybrid)

Location: Guadalajara, Jal.

Salary: $38,000.00 $48,000.00 MXN Gross / Month

About the Role:

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/month
- Annual Variable Performance Bonus
- Food Vouchers
- Savings Fund
- Major 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.

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📌 US BOC Team Lead Service Support II (Zapopan)
🏢 GRUPO EMPRESARIAL COSEA
📍 Zapopan