Customer Support Team Lead

Vintti is a staffing agency with a unique mission: to create win-win scenarios for both US businesses and Latin American professionals. We address the challenges faced by SMBs, startups, and firms in finding the right talent, as well as the aspirations of skilled Latin American workers seeking international opportunities. By bridging this gap, Vintti enables US companies to access a wealth of untapped talent, while providing Latin American professionals with pathways to expand their careers on a global scale. Our approach cultivates a symbiotic ecosystem that benefits all parties involved.

A Customer Support Team Lead plays a pivotal role in ensuring the smooth operation of a company's customer service department. They supervise and mentor a team of customer support representatives, ensuring that customer inquiries and issues are resolved efficiently and professionally. They analyze performance metrics, implement strategies to improve service levels, and handle escalated customer queries. By fostering a positive and productive work environment, they aim to enhance customer satisfaction and loyalty. The role requires excellent communication, problem-solving, and leadership skills to balance customer needs with team development and operational goals.

- Proven experience in a customer support or customer service role.
- Prior experience in a supervisory or team lead position.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Demonstrated ability to analyze performance metrics and KPIs.
- Experience with customer support software and tools.
- Knowledge of customer support best practices and procedures.
- Ability to handle high-stress situations and manage multiple tasks simultaneously.
- Detail-oriented with strong organizational skills.
- Ability to provide constructive feedback and mentor team members.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) or equivalent.
- Experience collaborating across departments (e.g., product, engineering).
- Adaptability and willingness to learn new systems and processes.
- Strong leadership skills and the ability to motivate a team.
- Bachelor’s degree in Business, Communications, or a related field preferred.
- Flexibility to work non-standard hours, including evenings and weekends, as needed.
- Knowledge of company products, services, and industry trends.
- Strong written and verbal communication skills in the primary language of operation.
- Ability to manage schedules and plan shifts effectively.

- Supervise and mentor a team of customer support representatives.
- Monitor and analyze team performance using customer satisfaction metrics and KPIs.
- Handle escalated customer inquiries and complaints.
- Conduct regular one-on-one performance reviews and provide feedback.
- Implement training programs and professional development initiatives.
- Coordinate with product and engineering teams to resolve technical issues.
- Prepare and deliver reports on customer support activities and performance.
- Develop and maintain customer support policies and procedures.
- Facilitate daily team meetings for goals, challenges, and updates.
- Ensure adherence to company policies, procedures, and compliance standards.
- Manage schedules, including shift planning and time-off requests.
- Collaborate with other departments to improve customer experience.
- Maintain up-to-date knowledge of company products, services, and systems.
- Utilize customer support software to manage and resolve inquiries.
- Identify and implement process improvements for efficiency and satisfaction.
- Participate in the recruitment and onboarding of new customer support representatives.

The ideal candidate for the Customer Support Team Lead role is a seasoned professional with a proven background in customer support or service, having demonstrated success in a supervisory or team lead capacity. This individual possesses exceptional leadership and motivational skills, ensuring that team members are inspired and guided towards providing top-tier customer service. They excel in communication and interpersonal interactions, with high emotional intelligence and empathy, making them adept at handling escalated issues and fostering a positive team environment. The candidate is highly resilient, able to manage high-pressure situations, and excels in problem-solving and conflict resolution. They are detail-oriented and demonstrate strong organizational skills, with a knack for analyzing performance metrics and KPIs to identify areas for improvement. With a forward-thinking and adaptable nature, the ideal candidate is keen on continuous learning and embraces new systems and processes swiftly. Their collaboration across departments and ability to provide constructive feedback further enhance team performance and customer experience. They bring a customer-centric approach, focusing on quality, accuracy, and satisfaction, while remaining flexible to work non-standard hours if needed. Proficient in Microsoft Office Suite and customer support software, this tech-savvy leader is also committed to maintaining strong ethical standards and compliance. Their strong analytical mind, combined with a collaborative and supportive mentoring style, makes them an inspiring figure capable of driving significant team performance improvements.

- Supervise and mentor a team of customer support representatives to ensure high-quality service delivery.
- Monitor and analyze team performance using customer satisfaction metrics and key performance indicators (KPIs).
- Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
- Conduct regular one-on-one meetings with team members to review performance and provide constructive feedback.
- Implement training programs and ongoing professional development initiatives for team members.
- Coordinate with the product and engineering teams to address and resolve technical issues.
- Prepare and deliver periodic reports on customer support activities and team performance to senior management.
- Develop and maintain customer support policies, procedures, and best practices.
- Facilitate daily team meetings to discuss goals, challenges, and updates.
- Ensure the team adheres to company policies, procedures, and compliance standards.
- Manage schedules, including shift planning and time-off requests, to ensure adequate coverage.
- Collaborate with other departments to streamline processes and improve the customer experience.
- Maintain up-to-date knowledge of company products, services, and systems.
- Utilize customer support software and tools to track, manage, and resolve customer inquiries.
- Identify and implement process improvements to enhance team efficiency and customer satisfaction.
- Participate in the recruitment and onboarding process for new customer support representatives.

- Strong leadership and motivational skills
- Excellent communication and interpersonal abilities
- High emotional intelligence and empathy
- Resilience and ability to handle high-pressure situations
- Detail-oriented with a focus on quality and accuracy
- Strong analytical skills for performance metrics and KPIs
- Proactive problem solver and critical thinker
- Adaptable and able to learn new systems quickly
- Collaborative mindset with experience working across departments
- Highly organized with effective time management skills
- Positive and constructive feedback provider
- Commitment to continuous learning and professional development
- Customer-centric approach with a focus on improving customer satisfaction
- Flexible with the capacity to work non-standard hours when necessary
- Strong conflict resolution and negotiation skills
- Tech-savvy and proficient in support software and tools
- Engaging and supportive mentor and coach
- Strong ethical standards and commitment to compliance
- Ability to inspire and drive team performance turnaround

- Competitive salary range
- Comprehensive health insurance (medical, dental, vision)
- Paid time off (vacation, sick leave, holidays)
- Flexible working hours
- Remote work options
- Professional development and training programs
- Career advancement opportunities
- Retirement savings plan (401k or equivalent)
- Employee wellness programs
- Parental leave benefits
- Employee assistance program (EAP) for personal and work-related issues
- Performance-based bonuses and incentives
- Tuition reimbursement for continued education
- Company-sponsored events and team-building activities
- Discounted or free access to company products and services
- Subsidized transportation or commuting benefits
- Ergonomic workspace and equipment
- Mental health support and resources
- Recognition and rewards programs
- Supportive and collaborative work environment
- Clear and transparent career progression path