Team Lead – Remote Customer Service

About the role

We are looking for a proactive Team Lead to manage a remote group of customer service representatives. In this role you will coach, mentor and drive performance to ensure exceptional customer experiences.

Key responsibilities

• Provide effective leadership and supervision to a team of representatives.
• Set clear performance expectations and align goals with organizational objectives.
• Coach, mentor and motivate team members, fostering a collaborative environment.
• Address employee concerns, conflicts and performance issues promptly.
• Monitor team performance against SLAs and KPIs, analysing metrics to identify improvement areas.
• Collaborate with cross‑functional teams to streamline processes and resolve operational challenges.
• Ensure high customer satisfaction by continuously improving service quality.
• Identify training needs and coordinate sessions to upskill the team.
• Serve as escalation point for customer inquiries or complaints.
• Prepare and present performance reports as required.

Required profile

• Minimum 3 years experience in a customer‑facing representative role.
• At least 1 year of leadership or supervisory experience, preferably in a call‑center environment.
• Strong verbal and written communication skills.
• Solid understanding of customer service and technical support principles.
• Excellent problem‑solving, decision‑making and interpersonal abilities.

Required skills

What we offer

• Full‑time remote position with company‑provided equipment.
• Competitive salary of 4,500,000 COP.
• Opportunities for professional development and career growth.