Team Lead

Role Summary

The Team Lead will manage and develop a team of customer support representatives serving English- and Spanish-speaking customers through voice and chat channels. This role is responsible for day-to-day operations, service-level performance, customer experience, quality, productivity, employee engagement, and continuous improvement. The successful candidate will combine strong people leadership with sound judgment, analytical thinking, and a hands-on approach to resolving operational and customer issues.

Key Responsibilities

• Lead, motivate, and manage the overall performance of a team of customer support representatives.
• Oversee daily operations and ensure achievement of service levels, quality standards, productivity targets, schedule adherence, and customer satisfaction goals.
• Conduct regular one-on-one coaching, performance reviews, team huddles, and development discussions.
• Provide clear guidance on products, services, troubleshooting, billing concerns, client policies, and escalation procedures.
• Monitor live and historical performance data, identify trends and root causes, and implement corrective or preventive actions.
• Perform quality reviews and use KPI reports to improve agent capability, consistency, and results.
• Manage staffing, scheduling, workload distribution, attendance, and coverage to meet operational requirements.
• Support recruitment, onboarding, training, nesting, and readiness activities for new team members.
• Promote high employee engagement, accountability, inclusion, and career development while helping reduce avoidable attrition.
• Handle escalated customer or operational issues promptly and communicate business risks to the appropriate stakeholders.
• Partner with clients and cross-functional teams to resolve issues, improve processes, and deliver a smooth and efficient service.
• Drive continuous improvement initiatives that strengthen quality, productivity, customer experience, and operational efficiency.
• Prepare clear performance reports, action plans, and business updates for internal stakeholders and the client.
• Maintain accurate documentation and ensure compliance with company, client, privacy, security, and quality requirements.
• Remain flexible to support business hours, peak periods, and operational changes as required.

Minimum Qualifications

• Based in Costa Rica and legally authorized to work in the country.
• Full professional proficiency in English and Spanish, with the ability to coach employees and communicate with customers and stakeholders in both languages.
• Bachelor’s degree or equivalent relevant experience; college education is preferred.
• At least three years of team-management or people-leadership experience in customer support, technical support, contact center, or BPO operations.
• Demonstrated experience managing a team of approximately 20 or more employees.
• Experience supporting voice and chat operations and managing service levels, quality, productivity, attendance, and customer-experience metrics.
• Strong coaching, performance-management, conflict-resolution, and employee-development skills.
• Excellent written and verbal communication, presentation, and client-facing skills.
• Strong analytical, problem-solving, prioritization, and decision-making abilities.
• Proficiency in Microsoft Excel, including PivotTables, charts, and commonly used analytical functions.
• Ability to work effectively in a fast-paced, changing, multicultural, and cross-functional environment.
• Knowledge of workforce scheduling, task distribution, operational controls, and reporting practices.

Preferred Qualifications

• Experience managing team leaders, senior representatives, or subject-matter experts.
• Familiarity with business and financial principles, operations management, and organizational effectiveness.