Bilingual Customer Service Team Lead
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Job Summary
Supporting the Customer Service Department, the full-time Bilingual Customer Service Team Lead will provide front-line leadership, coaching, and performance oversight for customer service representatives in a remote work environment.
Key Responsibilities
- Provide ongoing coaching through live call monitoring and performance tracking
- Monitor agent performance against established KPIs and assist in handling escalated situations
- Support the recruitment process by conducting interviews in Spanish and evaluating candidates
Required Qualifications
- Professional fluency in both English and Spanish (verbal and written) required
- Bachelor's Degree in Communication or Business Management (or equivalent experience)
- 3+ years of customer service or retention experience with a proven track record of satisfaction
- 3+ years of experience in teaching or mentoring hires
- Proficient with Microsoft PowerPoint, Word, and Excel
Complete Job Description
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