Role
We are looking for a Customer Support Team Lead to join our team.
Responsibilities
* Supervise and guide the customer support team.
* Set clear team goals and monitor team performance. Conduct regular team meetings to update members on best practices and continuing expectations.
* Handle escalated customer issues and provide resolution.
* Ensure high levels of customer satisfaction through excellent service.
* Analyze customer service metrics and feedback to identify areas for improvement.
* Develop and implement customer service procedures, policies, and standards.
* Train new team members and provide ongoing coaching.
* Identify training needs and organize development programs.
* Prepare and present regular reports on team performance and customer feedback.
* Analyze data to provide actionable insights to senior management.
Your Profile
* Proficient level of Spanish and English expert speaker.
* You demonstrate full ownership on each activity you develop.
* You are proactive and you like to put forward new ideas.
* Excellence in communicating and problem‑solving.
* Previous experience handling Customer Support/Customer Experience teams is needed.
Perks
* High growth, multicultural and friendly environment.
* Save expenses with Cobee and get your salary in advance with Payflow.
* Healthy life with Gympass and Alan as private health insurance.
* Language classes with Yolk Academy.
* Syra discounts, Nora & Apeteat lunch.
* Breakfast in the office, organic fruit and free caffeine and theine.
* Flexible schedules, pet friendly and no dress code!
About Us
Factorial is an all‑in‑one HR Software fast‑growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data and make better business decisions. Currently, we serve thousands of customers in over 60 countries all over the world and across industries, and have built a super diverse and multicultural team of over 900 people in Barcelona, Brazil, Mexico, and U.S. offices.
Our Values
* We own it: We take responsibility for every project. We make decisions, not excuses.
* We learn and teach: We're dedicated to learning something new every day and, above all, share it.
* We partner: Every decision is a team decision. We trust each other.
* We grow fast: We act fast. We think that the worst mistake is not learning from them.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Information Technology
Industries
Software Development
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