Team Leader - Tech Support

Location: Bogotá, Colombia; onsite

Employment type: Full-time

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, including service levels, productivity, attendance, quality, and staffing requirements.
• Monitor KPIs, customer satisfaction, productivity, and quality metrics; prepare performance reports for leadership.
• Support customer escalations and complex issue resolution while maintaining a customer-centric service culture.
• 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.
• 1–3 years of experience in a team lead, supervisor, senior support, or similar leadership role.
• Experience in contact center, customer service, technical support, or operations environments.
• Experience managing performance, quality, productivity, and customer satisfaction metrics.
• Experience coaching and developing employees toward performance goals.
• Fluent Spanish required.

Nice to have

• Associate’s or bachelor’s degree.
• English proficiency.

Culture & Benefits

• Work in a customer-first environment focused on accountability, collaboration, and customer satisfaction.
• Participate in employee engagement and team-building initiatives.
• Opportunities to support employee development through mentoring, upskilling, and cross-training.
• Work with global brands on digital transformation and business process initiatives.