About the Role
Lead and manage the customer support team in Colombia by driving operational efficiency, improving customer satisfaction, and mentoring team members to deliver consistent, high-quality support.
Responsibilities
- Supervise daily activities of the customer support team
- Monitor key performance metrics and service levels
- Provide coaching and performance feedback to team members
- Escalate complex customer issues when necessary
- Collaborate with cross-functional teams to resolve systemic problems
- Ensure adherence to company policies and procedures
- Train team members on new products and processes
- Maintain accurate records of customer interactions
- Identify opportunities to improve support workflows
- Respond to customer inquiries with professionalism and accuracy
- Support the development of team knowledge resources
- Drive continuous improvement in first contact resolution rates
- Participate in hiring and onboarding new support staff
- Conduct regular team meetings and performance reviews
- Promote a positive and collaborative team culture
Nice to Have
- Prior experience in a remote-first company
- Background in financial services or e-commerce
- Knowledge of Zendesk or similar support tools
- Experience with KPI tracking and reporting
- Leadership experience in a multicultural environment
Compensation
Competitive salary and benefits package
Work Arrangement
Remote
Team
Customer support team operating in a fast-paced fintech environment
About the Role
This position leads the customer support function in Colombia, focusing on delivering exceptional service while managing team performance and development.
What We Look For
We seek a dedicated leader with strong operational skills, empathy for customers, and a track record of building effective support teams.
Work Environment
- Fully remote role with flexible scheduling to support regional customer needs.
- Collaborative culture emphasizing accountability, transparency, and continuous learning.
Not applicable
