Team Leader - Tech Support

Location: Bogotá, Colombia

Company

hirify.global provides digital engineering, artificial intelligence, automation, cloud engineering, advanced analytics, and business process services for global brands.

What you will do

• Lead, motivate, coach, and develop frontline technical support employees.
• Manage daily operations, staffing needs, service levels, productivity, attendance, and quality standards.
• Monitor KPIs, customer satisfaction, productivity, and quality metrics; prepare performance reports and action plans.
• Support customer escalations and guide employees through complex issue resolution.
• Coordinate recruitment, onboarding, training, cross-training, and individual development plans.
• Participate in process improvement, operational excellence, and change management initiatives.

Requirements

• High school diploma or equivalent required; an associate's or bachelor's degree is preferred.
• 1–3 years of experience in team leadership, supervision, senior support, or a similar role.
• Experience in contact centers, customer service, technical support, or operations is preferred.
• Experience managing performance, quality, productivity, and customer satisfaction metrics.
• Experience coaching and developing employees to achieve performance goals.
• Fluent Spanish required. English proficiency is preferred.

Culture & Benefits

• Full-time role focused on accountability, collaboration, customer satisfaction, and employee development.
• Opportunity to contribute to digital transformation and operational excellence initiatives.
• Work includes collaboration with Workforce Management, Operations, and cross-functional teams.