Customer Support Team Lead

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Manage incoming support inquiries and ensure customers receive timely and effective responses.

• Address complex or sensitive customer concerns and see them through to resolution.

• Evaluate support interactions and provide coaching to the team on accuracy, empathy, and professionalism.

• Monitor response times, resolution rates, customer satisfaction levels, and the overall quality of support.

• Develop clear processes, training materials, and resources for the knowledge base.

• Assist in onboarding and training new members of the support team.

• Collaborate with Customer Success, Technology, and Refunds teams to address issues and enhance workflows.

• Identify opportunities for using automation and technology to increase support efficiency.

⛳️ Requirements

• Over 3 years of experience in customer support, customer service, or a similar B2B customer-facing position.

• Exceptional written and verbal communication skills in English.

• Experience in mentoring teammates, training others, or refining support processes.

• Strong judgment when dealing with frustrated customers and handling escalations.

• A systematic, detail-oriented approach to managing multiple inquiries simultaneously.

• Proficiency in using ticketing systems, CRMs, and reporting tools.

• Familiarity with Freshdesk and GoHighLevel.

• A problem-solving attitude and the ability to collaborate across teams.

• Experience in the real estate sector is an advantage.

🏝️ Benefits

• Competitive salary (USD)

• Work From Home