Drivers Verification Group Lead (Customer Support)

TL;DR

Drivers Verification Group Lead (Customer Support): Managing a team of user verification agents to ensure service quality and SLA compliance with an accent on people management and process control. Focus on optimizing operational efficiency, monitoring performance KPIs, and coaching team members for professional growth.

Location: Mexico City, Mexico. Onsite/Hybrid; must be based in Mexico City (CDMX)

Company

Global tech company on a mission to challenge injustice through fair ride prices and diversified mobility services.

What you will do

• Manage a team of 20-25 support agents, overseeing shifts and real-time workload management.
• Ensure SLA compliance through effective task distribution and queue monitoring.
• Analyze key KPIs (AHT, productivity) and conduct regular 1:1 meetings and performance reviews.
• Drive process improvements and oversee quality assurance calibration with QA teams.
• Manage workforce planning, including scheduling, vacations, and shift coverage.
• Lead onboarding and continuous training of agents, contributing to the internal knowledge base.

Requirements

• Bachelor’s degree in Management, Business, Data Analysis or a related field.
• Strong leadership and people management experience.
• Analytical thinking and ability to work with performance metrics.
• Advanced proficiency in Google Workspace (Sheets, Docs, Slides).
• English proficiency: B1 or higher.
• Must be based in Mexico City (CDMX).

Culture & Benefits

• Opportunity for advancement and upward mobility within the organization.
• Hybrid work model (two working days followed by two days off).
• Dynamic environment within a global tech company focused on social impact.