Customer Service Team Lead

At Company, a leading organization committed to delivering exceptional customer experiences, we are expanding our team in San José, Costa Rica. We're looking for a dedicated Customer Service Team Lead to join us on-site and drive excellence in our contact center operations. This full-time role offers exciting career development and advancement opportunities within a dynamic, customer-focused environment. As a Customer Service Team Lead, you will play a pivotal role in coaching and managing a team to consistently exceed performance targets while fostering a positive and proactive customer-centric culture. Join us to leverage your leadership skills, enhance your professional growth, and contribute to our mission of delivering outstanding service through multiple communication channels. Key responsibilities include leading and supervising a team of customer service representatives, monitoring performance metrics, coaching team members, managing customer interactions via chat and email, implementing process improvements, collaborating with cross-functional teams, conducting regular team meetings, and ensuring compliance with company policies. Required qualifications include a minimum of two years managing a customer service team in a contact center, strong analytical skills, proactive mindset, confidence in multi-channel communication, and teamwork abilities. Preferred qualifications include experience with CRM tools, additional languages, leadership in engagement, and commitment to learning. Benefits include competitive compensation, health insurance, paid time off, retirement plan, career advancement, professional development, and a supportive on-site environment in San José.