Customer Support Team Lead - Mexico City

Job Title: Customer Support Team Lead Location: Mexico City Company: Umbrella BPO & Client Companies Overview: As a Customer Support Team Lead at Umbrella BPO, you will be a pivotal part of our client support operations, ensuring exceptional service delivery and maintaining a positive customer experience.

You’ll lead a team of customer support specialists, driving efficiency, quality, and continuous improvement.

Key Responsibilities: Leadership and Support:   Supervise and guide a team of customer support specialists.

Provide hands-on assistance to team members during peak times or complex cases.

Foster a collaborative and supportive team environment.

Customer Interaction:   Handle escalated customer inquiries, concerns, and issues with professionalism and empathy.

Collaborate with clients via phone, email, chat, or client CRM systems (e.g., Zendesk).

Ensure timely resolution and high customer ...