Team Lead, Customer Success – Spanish Bilingual

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

📋 Description

• Oversee and guide a team of 7 to 15 agents, ensuring high levels of engagement and performance.

• Facilitate regular coaching sessions, individual meetings, and team huddles to improve service delivery.

• Track real-time and historical metrics to ensure efficiency, compliance with KPIs, and high customer satisfaction.

• Evaluate call recordings, emails, and chat interactions to offer constructive feedback.

• Create action plans aimed at enhancing agent performance and customer interactions.

• Collaborate with workforce management to streamline staffing and scheduling processes.

• Report operational risks or service disruptions and implement strategies for mitigation.

• Analyze trends in customer feedback, complaints, and escalations to refine service processes.

• Work closely with Quality Assurance, Training, and Knowledge Base teams to bolster agent effectiveness.

• Promote a proactive service approach, ensuring customers receive top-tier support.

• Collaborate with the Call Center Customer Experience Manager to align team objectives with business goals.

• Partner with other departments (e.g., FinOps, Escalations, Sales) to efficiently resolve complex issues.

• Contribute to process improvements and the formulation of service-level strategies.

⛳️ Requirements

• A minimum of 3 years of experience in customer service, preferably in a leadership or supervisory capacity.

• Experience in managing a remote or international team is highly desirable.

• A background in solar, energy, or a related technical field is preferred but not mandatory.

• Exceptional communication and interpersonal skills.

• Strong problem-solving skills and a proactive approach.

• Proficiency in workforce management tools, CRM systems, and reporting dashboards.

• Ability to succeed in a fast-paced, customer-focused environment.

• Excellent written and verbal communication skills in both English and Spanish, with the ability to provide clear constructive feedback (required).

🏝️ Benefits

• Unlimited PTO

• Medical, dental, and vision coverage

• Paid parental leave

• Retirement plans

• Talent development