Sr. Customer Service Lead

hace 2 semanas

Buenos Aires, Argentina Latino Legends A tiempo completo

**Job Title**: Senior Customer Service Lead
**Location**: Remote from Latin America
**Employment Type**: Full-Time
**Salary**: $1,600-$1,900/month USD
**Schedule**: Monday to Friday, 9 AM - 6 PM EST, with flexibility for occasional weekend coverage.
**Payment Method**: Bank Transfer, Wise, Payoneer, or Remitly

**Latino Legends is proud to partner with our client in the search for a Senior Customer Service Lead. Our client manages a growing portfolio of commercial properties and is in the process of building out their customer service function to better serve their tenants. They're seeking a highly capable and motivated Senior Customer Service Lead to help set up and scale a small call center operation while also directly supporting tenants.**:
**Role Overview**:
**Key Responsibilities**:
**Customer Service Operations Setup**:

- Assess and implement appropriate call center tools and systems (e.g., VoIP, CRM, ticketing software).
- Design efficient workflows for inbound/outbound calls, tracking, and follow-ups.

**Senior Customer Service Agent Duties**:

- Deliver exceptional service by resolving issues professionally and efficiently.
- Maintain detailed records of all tenant interactions.

**Supervisory and Team Leadership**:

- Handle escalated or complex customer concerns with professionalism.
- Assist in hiring, training, and onboarding new customer service agents.
- Monitor agent performance, track KPIs, and ensure follow-through on open matters.
- Provide ongoing coaching and support to ensure consistent service quality.

**Qualifications**:

- 3-5 years of customer service experience, including 1-2 years in a supervisory or team lead capacity.
- Experience setting up or managing tools for a small-scale call center (e.g., Zendesk, Freshdesk, Aircall, Talkdesk).
- Comfortable handling sensitive tenant calls directly.
- Strong problem-solving and multitasking abilities with excellent organizational skills.
- Proficient in English with a neutral accent; Spanish fluency preferred.
- Highly motivated, independent worker with a strong work ethic and adaptability.

**Nice to Have**:

- Experience in commercial properties management.
- Familiarity with tenant management systems or CRMs.

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