Service Support Lead

Vintti is a staffing agency that acts as an economic enabler. By connecting US-based SMBs, startups, and firms with top-tier Latin American talent, we drive growth on both sides of the equation. For US businesses, we offer access to a pool of highly skilled professionals at competitive rates, allowing for increased efficiency and scalability. For Latin American workers, we provide opportunities to engage with the US market, fostering professional development and economic advancement. Vintti stands at the intersection of global talent and American enterprise, facilitating partnerships that stimulate economic prosperity across borders.

A Service Support Lead is pivotal in ensuring seamless operations within an organization's customer support and service teams. This role involves overseeing support staff, coordinating resolution efforts, and acting as the liaison between different departments to ensure efficient problem resolution. Key responsibilities include monitoring service metrics, implementing best practices, and driving continuous improvement initiatives. By fostering a collaborative environment and maintaining high service standards, the Service Support Lead plays a crucial role in enhancing customer satisfaction and operational efficiency.

- Bachelor's degree in Business Administration, Management, or a related field
- Minimum of 5 years of experience in customer service or service support roles
- Proven experience in a supervisory or leadership position
- Strong understanding of customer service principles and practices
- Excellent problem-solving and troubleshooting skills
- Proficient in using customer service software and tools
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
- Excellent verbal and written communication skills
- Strong interpersonal skills and the ability to work effectively with diverse teams
- Analytical skills with the ability to interpret data and generate actionable insights
- Experience in developing and implementing process improvements
- Familiarity with industry trends and best practices in service support
- Ability to handle escalated customer issues with empathy and professionalism
- Strong organizational skills and attention to detail
- Ability to train, mentor, and develop team members
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
- Willingness to work flexible hours, including evenings and weekends, if necessary
- Commitment to maintaining high standards of compliance with company policies and legal requirements
- Strong leadership and team-building skills
- Ability to foster a positive and collaborative work environment

- Supervise and guide the service support team
- Act as the primary escalation point for customer service issues
- Monitor and respond to customer inquiries across all channels
- Assist with troubleshooting and resolving technical issues
- Coordinate with other departments to address complex problems
- Develop and implement efficiency and quality improvement processes
- Conduct team meetings to review performance and address issues
- Maintain documentation for standard operating procedures
- Train, mentor, and develop team members
- Analyze service metrics and generate performance reports
- Manage team schedules to ensure coverage during peak times
- Ensure compliance with company policies and legal requirements
- Handle customer complaints and feedback professionally
- Stay informed about industry trends and best practices
- Promote a positive and collaborative team environment

The ideal candidate for the Service Support Lead role is a seasoned professional with at least five years of experience in customer service or service support roles and a proven track record of success in a supervisory or leadership position. They possess a Bachelor's degree in Business Administration, Management, or a related field and have a deep understanding of customer service principles and best practices. This individual is exceptionally organized and detail-oriented, able to manage multiple tasks and prioritize effectively in a fast-paced environment. Their excellent verbal and written communication skills, combined with strong interpersonal abilities, enable them to work effectively with diverse teams and handle escalated customer issues with empathy and professionalism. Technologically proficient, the ideal candidate is well-versed in using customer service software and the Microsoft Office Suite. They demonstrate strong analytical skills, capable of interpreting data to generate actionable insights and drive continuous improvement in service efficiency and quality. With a proactive and results-driven mindset, they are highly adaptable, thrive under pressure, and are committed to professional development for themselves and their team. This candidate brings strong leadership and team-building skills, fostering a positive, collaborative work environment while upholding high standards of compliance with company policies and legal requirements. Their dedication to customer satisfaction and service excellence, combined with their ability to solve complex problems and implement effective solutions, sets them apart as the perfect fit for this role.

- Supervise and support the service support team to ensure efficient operations
- Act as the primary point of contact for escalated customer service issues
- Monitor and respond to customer inquiries through various channels (e.g., phone, email, chat)
- Assist with troubleshooting technical issues and provide appropriate solutions
- Coordinate with other departments to resolve complex service-related problems
- Develop and implement processes to improve service efficiency and quality
- Conduct regular team meetings to review performance, provide updates, and address concerns
- Create and maintain comprehensive documentation for standard operating procedures
- Train, mentor, and develop team members to enhance their skills and performance
- Analyze data and generate reports on service metrics and team performance
- Manage schedules and ensure adequate coverage for peak service times
- Ensure compliance with company policies, standards, and legal requirements
- Handle customer complaints and feedback with empathy and professionalism
- Stay up-to-date with industry trends and best practices in service support
- Foster a positive and collaborative team environment

- Strong leadership skills with the ability to inspire and motivate a team
- Excellent communication and interpersonal skills
- Detail-oriented with strong organizational abilities
- Highly adaptable and able to thrive in a fast-paced environment
- Strong problem-solving and critical-thinking abilities
- Demonstrates empathy and professionalism when handling customer interactions
- Proactive and results-driven mindset
- Ability to foster a collaborative and positive team atmosphere
- Technologically proficient with strong computer skills
- Analytical thinker with the ability to derive insights from data
- Strong commitment to continuous improvement and efficiency
- High degree of accountability and integrity
- Excellent time management and multitasking skills
- Strong commitment to customer satisfaction and service excellence
- Ability to handle stress and remain composed under pressure
- Proactive in identifying issues and providing effective solutions
- Commitment to professional development and team-building

- Competitive salary range dependent on experience
- Comprehensive health, dental, and vision insurance plans
- 401(k) retirement plan with company match
- Paid time off (PTO) including vacation days, sick leave, and holidays
- Flexible work hours and remote work options
- Professional development and training programs
- Opportunities for career advancement within the company
- Employee assistance programs (EAP) for wellness and mental health support
- Performance-based bonuses and incentives
- Company-funded team-building activities and events
- Life insurance and disability coverage
- Tuition reimbursement for further education and certifications
- Onsite gym and fitness facilities or gym membership reimbursement
- Subsidized commuting options or transportation allowance
- Employee discounts on products and services
- Casual dress code and inclusive work environment