Bilingual Team Lead, Customer Service (Fintech)

TL;DR

Bilingual Team Lead, Customer Service (Fintech): Leading and training the customer service team to ensure operational excellence and high-quality customer experience with an accent on team mentoring, performance evaluation, and conflict resolution. Focus on optimizing department progress, managing closing shifts, and resolving escalated complaints.

Location: Hybrid - Must be located within a 60-mile radius of Draper, UT

Company

A leading provider of in-store and e-commerce lease-to-own solutions with over 20 years in the FinTech industry.

What you will do

• Lead, train, and motivate the Customer Service Team to achieve maximum results.
• Monitor calls, verify accuracy, and provide constructive feedback to team members.
• Conduct performance evaluations, employee praise, and disciplinary actions.
• Address and resolve escalated customer complaints.
• Perform administrative duties and evaluate department progress to identify ways to improve or innovate.
• Manage closing shifts (ending at 7:00 PM or 8:00 PM) and some weekend shifts.

Requirements

• Spanish speaking proficiency is required.
• Must be based within a 60-mile radius of Draper, UT.
• Strong proficiency with Microsoft Office products (Word, Excel, and PowerPoint).
• Ability to calculate figures such as discounts, interest, commissions, and percentages.
• Excellent written and verbal communication and interpersonal skills.
• Wired internet connection (min 10 mbps download / 4 mbps upload) for work-from-home days.

Culture & Benefits

• Full health benefits: Medical, Dental, Vision, Life Insurance, and Paid Parental Leave.
• Company-matched 401k and Employee Stock Purchase Program.
• Paid Time Off, Paid Holidays, and Paid Volunteer Hours.
• Tuition reimbursement and charitable gift matching.
• Active Employee Resource Groups (Black Inclusion Group, Women in Leadership, PRIDE, Adelante).