Customer Support Team Lead (Fintech)

TL;DR

Customer Support Team Lead (Fintech): Leading a customer support team to deliver exceptional service experiences with an accent on troubleshooting, team development, and strategic communication. Focus on overseeing the resolution of customer inquiries, collaborating with global leadership, and driving continuous product improvement.

Location: Bogota, Colombia

Company

hirify.global is a fintech company revolutionizing the shopping experience through innovative interest-free installment plans.

What you will do

• Lead and guide a team of customer support specialists to ensure exceptional service delivery.
• Participate in recruitment efforts and conduct interviews to build and develop the support team.
• Oversee the resolution of customer inquiries across various communication channels.
• Foster a culture of empathy and excellence, encouraging the team to exceed customer expectations.
• Collaborate with other teams to gather insights and drive continuous improvement of products and services.
• Act as a liaison between the Colombia support team and global leadership to communicate performance.

Requirements

• Previous experience in a customer support leadership role within a fast-paced environment.
• Fluency in written and spoken English and Spanish.
• Proven ability to manage multiple tasks and prioritize team objectives effectively.
• Strong problem-solving skills and a passion for delivering exceptional customer experiences.
• Bachelor's degree or equivalent professional experience in a related field.
• Must be based in Bogota, Colombia.

Nice to have

• Familiarity with Zendesk, LiveAgent, or Jira.

Culture & Benefits

• Culture of relentlessly high standards and continuous improvement.
• Encouragement of non-conventional thinking and developing new ways of working.
• Fast-paced environment that values action and calculated risk-taking.
• Emphasis on trust, candid communication, and respectful treatment of others.
• Focus on delivering high-quality results with tenacity and conviction.