Customer Support Lead

Vintti is a staffing agency dedicated to boosting the economic efficiency of US companies. We provide access to a diverse range of skilled Latin American professionals, allowing businesses to build robust teams without the traditional high costs associated with domestic hiring. Our model supports companies in maximizing their resources, driving innovation, and achieving sustainable growth.

The Customer Support Lead plays a vital role in ensuring exceptional service and satisfaction for customers by overseeing and managing the support team. This key position involves guiding customer service representatives, implementing best practices, and optimizing processes to efficiently address inquiries, concerns, and technical issues. A Customer Support Lead is responsible for monitoring performance metrics, providing training, and fostering a positive, problem-solving culture to enhance the overall customer experience. This role requires strong leadership, communication skills, and a deep understanding of customer service principles to drive team success and satisfaction.

- Bachelor's degree in Business, Management, or a related field
- Proven experience in a customer support leadership role
- Strong understanding of customer service principles and practices
- Excellent communication and interpersonal skills
- Demonstrated ability to manage and motivate a team
- Proficient in using customer support software and ticketing systems
- Strong problem-solving and conflict resolution skills
- Ability to analyze data and generate insights
- Experience in developing and delivering training programs
- Strong organizational and time management skills
- Familiarity with workforce management and scheduling
- Ability to prepare and present reports to stakeholders
- Experience with continuous improvement methodologies
- Technical troubleshooting skills
- Up-to-date knowledge of industry trends and best practices
- Ability to work collaboratively with other departments
- Strong leadership and coaching skills
- Attention to detail and accuracy
- Flexibility to adapt to changes and manage multiple priorities

- Supervise daily operations of the customer support team
- Resolve escalated customer inquiries and complaints
- Monitor and analyze team performance metrics
- Provide regular feedback and coaching to team members
- Conduct team meetings for strategy and performance discussions
- Develop and implement training programs for staff
- Analyze customer service data for trends and improvements
- Collaborate with other departments for seamless customer service
- Maintain and update the team’s knowledge base
- Assist with scheduling and workforce management
- Prepare and present customer support performance reports
- Lead continuous improvement initiatives for customer satisfaction
- Manage and update support ticketing systems and tools
- Foster a positive and productive team environment
- Review and refine customer support policies and procedures
- Participate in recruitment and selection of new team members
- Troubleshoot and resolve technical issues
- Stay updated on industry trends and best practices

The ideal candidate for the Customer Support Lead role will possess a Bachelor’s degree in Business, Management, or a related field, along with proven experience in a leadership position within customer support. They must demonstrate a strong understanding of customer service principles, coupled with excellent communication and interpersonal skills that enable them to effectively manage and motivate a team. This person will have a high level of empathy and a customer-centric mindset, essential for resolving escalated inquiries and delivering exceptional service. They will be adept in using customer support software and ticketing systems, enhancing operational efficiency through their strong technical troubleshooting abilities. Their analytical thinking and data-driven decision-making skills will allow them to monitor and analyze team performance metrics, identify trends, and develop strategies for continuous improvement. The ideal candidate will have experience in developing and delivering training programs, ensuring optimal team development. They must exhibit strong organizational and time management skills, with a knack for preparing and presenting detailed reports to stakeholders. This individual must be adaptable, proactive, and solutions-oriented, thriving in high-pressure situations with a calm and effective approach. They will be collaborative, fostering a positive team environment, and possess strong ethical standards, integrity, and the ability to inspire and develop others. A strategic thinker with exceptional problem-solving abilities, they will focus on long-term goals while demonstrating a high degree of reliability and accountability, ensuring overall customer satisfaction and seamless operations.

- Manage and oversee the daily operations of the customer support team.
- Handle escalated customer inquiries and complaints, ensuring proper resolution.
- Monitor team performance metrics, providing regular feedback and coaching.
- Conduct regular team meetings to discuss strategy, performance, and procedural updates.
- Develop and implement training programs for new hires and ongoing team development.
- Analyze customer service data to identify trends and areas for improvement.
- Collaborate with other departments to drive a seamless customer experience.
- Ensure the team's knowledge base is up-to-date and accurate.
- Assist with scheduling and workforce management to ensure optimal coverage.
- Prepare and present regular reports on customer support performance.
- Facilitate continuous improvement initiatives to enhance customer satisfaction.
- Manage and update support ticketing systems and tools.
- Foster a positive and productive work environment.
- Review and refine customer support policies and procedures.
- Participate in the recruitment and selection of new team members.
- Address technical issues and implement troubleshooting strategies.
- Stay current with industry trends and best practices in customer support.

- Strong leadership and motivational skills
- Exceptional problem-solving abilities
- Excellent communication and interpersonal skills
- High level of empathy and customer-centric mindset
- Analytical thinking and data-driven decision-making
- Ability to handle high-pressure situations calmly and effectively
- Proactive and solution-oriented approach
- Detail-oriented with a strong focus on accuracy
- Flexibility and adaptability in a dynamic environment
- Collaborative and team-oriented attitude
- Strong organizational and time management abilities
- Commitment to continuous learning and improvement
- Tech-savvy with the ability to quickly learn new tools and systems
- Resilient and able to handle criticism constructively
- Positive attitude and enthusiastic demeanor
- Strong ethical standards and integrity
- Strategic thinker with a focus on long-term goals
- Ability to inspire and develop others
- High degree of reliability and accountability
- Willingness to go above and beyond to ensure customer satisfaction

- Competitive salary, commensurate with experience
- Comprehensive health, dental, and vision insurance plans
- Generous paid time off (PTO) and holiday schedule
- 401(k) retirement savings plan with company match
- Opportunities for professional development and career growth
- Tuition reimbursement for approved programs and courses
- Flexible work hours and options for remote work
- Employee assistance programs (EAP) for personal and professional support
- Regular team-building activities and events
- Subsidized gym memberships and wellness programs
- Paid parental leave and family support programs
- Transportation and commuting benefits
- Regular performance reviews and feedback sessions
- Opportunity to work in a collaborative and dynamic team environment
- Employee recognition and reward programs
- Access to the latest customer support tools and technologies
- Inclusive and diverse workplace culture
- Employee discount programs and special offers
- Volunteering and community service opportunities
- Casual dress code and relaxed office environment