Team Lead / Supervisor – Customer Experience

About the role

We are looking for a proactive Team Lead to manage a group of Customer Experience (CX) Associates in Bogota. The role combines hands‑on project management, process improvement and multi‑channel support oversight to ensure high‑quality service delivery.

Key responsibilities

• Lead, inspire and support a team of CX Associates, tracking performance and implementing improvement plans.
• Ensure SLA compliance across calls, emails, chats, tickets and social media while handling complex escalations.
• Conduct staff training sessions, performance reviews and partner with QA, training and operations teams.
• Identify operational inefficiencies and propose strategic solutions to optimise service standards.
• Participate in client meetings, operational audits and performance reporting as required.

Required profile

• Minimum 3 years of supervisory or team‑lead experience in the BPO sector.
• Near‑native fluency in written English and strong communication, coaching and conflict‑resolution abilities.
• Proven ability to thrive in fast‑paced, time‑sensitive environments.
• Senior college student or bachelor’s degree in a relevant field.

Required skills

• Advanced proficiency with Google Sheets.
• Advanced proficiency with Microsoft Excel.
• Experience with customer support tools, CRM systems and cloud telephony platforms.