Bilingual Customer Service Leader

Responsibilities

• Lead the international customer service operation, ensuring quality, organization, and management of the area’s KPIs;
• Monitor team performance using metrics such as SLA, AHT, productivity, quality, and customer experience;
• Direct the team to ensure proper prioritization of requests and adherence to established workflows;
• Support the team in resolving critical cases, escalations, and service handling;
• Promote continuous team development through feedback, coaching, and guidance;
• Identify opportunities to improve processes, seeking efficiency, standardization, and continuous operational evolution;
• Ensure compliance with company policies, workflows, and service standards;
• Collaborate with internal areas to align and follow up on requests;
• Implement action plans and support initiatives aimed at continuous improvement;
• Contribute to the enhancement of the customer experience and the organization of area processes.

Requirements

• Proven fluency in Spanish and English (spoken and written)
• Bachelor’s degree completed or in progress
• Previous experience leading customer service operations
• Experience managing operational KPIs and action plans
• Strong organizational, prioritization, and decision-making skills
• Good communication, analytical mindset, and problem-solving focus
• Ability to develop and coach team members
• Knowledge of continuous improvement and process organization

Certifications & Qualifications

• Bachelor’s degree

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