Team Lead, Customer Success (Spanish Bilingual)

TL;DR

Team Lead, Customer Success (Spanish Bilingual): Overseeing daily operations and mentoring a team of customer service representatives with an accent on service excellence and workflow optimization. Focus on driving performance metrics, fostering a culture of accountability, and ensuring high-quality support for a clean energy platform.

Location: Must be based remotely in the Philippines

Company

hirify.global is a clean tech company providing end-to-end solutions for home electrification to accelerate the transition to renewable energy.

What you will do

• Supervise and mentor a team of 7-15 agents to ensure high engagement and performance.
• Conduct regular coaching sessions, one-on-one meetings, and team huddles.
• Monitor real-time and historical metrics to ensure efficiency and high customer satisfaction.
• Review call recordings, emails, and chat interactions to provide constructive feedback.
• Collaborate with workforce management to optimize staffing and scheduling.
• Identify trends in customer feedback to improve service processes and agent enablement.

Requirements

• Must be fluent in both English and Spanish with the ability to deliver clear feedback.
• 3+ years of experience in customer service, preferably in a leadership or supervisory role.
• Proficiency in workforce tools, CRM platforms, and reporting dashboards.
• Ability to thrive in a fast-paced, customer-centric environment.
• Strong problem-solving abilities and a proactive mindset.
• Must be based in the Philippines.

Nice to have

• Experience managing a remote or international team.
• Background in solar, energy, or a similar technical industry.

Culture & Benefits

• Comprehensive benefits package including medical, dental, and vision coverage.
• Unlimited PTO policy.
• Paid parental leave and retirement plans.
• Promote-from-within culture prioritizing talent development and career growth.
• Purpose-driven work environment focused on clean energy impact.