Customer Support Team Lead

About the role

Lead with purpose, support with expertise, and improve lives through meaningful work. As the Customer Support Team Lead – North LATAM, you will coordinate a team of Remote Service Engineers delivering high‑quality technical support for healthcare systems across the region.

Key responsibilities

• Lead and coordinate Remote Service Engineers supporting customers across North LATAM.
• Provide advanced remote technical support, troubleshooting, and resolution for healthcare solutions.
• Act as escalation point for complex technical issues, ensuring timely resolution.
• Monitor team performance, service quality, and customer satisfaction to drive service excellence.
• Prioritize workloads, manage cases, and execute operations to meet service targets.
• Coach and develop team members, fostering technical expertise and continuous improvement.
• Collaborate with other support functions to deliver seamless customer experiences.
• Identify opportunities to improve processes, knowledge sharing, and operational efficiency.

Required profile

• Experience in technical support, service operations, or healthcare technology, with proven handling of customer escalations.
• Previous experience leading, mentoring, or coordinating technical teams is preferred.
• Bachelor's degree or technical/vocational education in Engineering, IT, Biomedical Engineering, Health Sciences, Computer Science, or equivalent experience.
• Fluent Spanish and advanced English required; Portuguese is a strong plus.