Team Lead, Customer Care

This is a fully remote position, open to applicants in Mexico, +3 more states.

📋 Description

• Lead the onboarding process for new agents, ensuring they are prepared for live support.

• Design and conduct training sessions on tools, processes, and updates related to products.

• Collaborate with the Knowledge & Playbook team to maintain and revise training documentation.

• Supervise the quality assurance process across all support channels including chat, email, phone, and WhatsApp.

• Analyze interactions, spot coaching opportunities, and deliver timely feedback.

• Monitor quality trends and suggest initiatives for enhancing performance.

• Serve as the shift lead and primary escalation point during designated shifts.

• Oversee real-time queues, reassign tasks, and ensure adherence to service level agreements (SLAs).

• Work with cross-functional teams to address urgent or complex issues.

• Recognize gaps in workflows or training and propose improvements.

• Assist in the creation and updates of team protocols, templates, and documentation.

• Contribute to team performance evaluations by providing insights on quality assurance and coaching.

• Generate and maintain shift and quality assurance reports for leadership consideration.

• Clearly and consistently communicate updates, escalations, and outcomes of shifts.

⛳️ Requirements

• Over 5 years of experience in customer support, including at least 1 year in a leadership, quality assurance, or training capacity.

• Preferred background in food delivery, hospitality, or restaurant technology.

• Proven experience in training and coaching team members within a fast-paced, service-oriented environment.

• Excellent written and verbal communication skills in English.

• Proficiency with tools such as Hubspot, Slack, Google Workspace, Intercom, Guru, or equivalent platforms.

• High emotional intelligence coupled with strong organizational abilities.

🏝️ Benefits

• Strong & Competitive Compensation Package

• Flexible Work Environment

• 10 Paid Personal/Vacation Days

• 5 Paid Sick Days

• Monthly Wellness Stipend

• Quarterly Team Dinners & Events!

• The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!