Customer Support Lead LATAM

About the Company

• TripleTen is an award-winning online school among technology bootcamps.
• Our mission is to help people change their lives and succeed in technology.
• We offer flexibility in studies, career mentoring, resume and portfolio preparation, and we guarantee employment after the course.
• Our employability rate among graduates is 87% across our Full Stack Development, Quality Assurance (QA) and Data Analytics.
• We are looking for Customer Support Lead for TripleTen LATAM team.
• The ideal candidate will have a strong operational mindset, an ability to inspire their team, excellent negotiation skills, and a proactive approach to problem-solving.
• Please submit all resumes or CV's in English.

Responsibilities

• Leadership and Management:
  • Lead and manage a Customer Support Stream (client requests).
  • Foster a culture of operational excellence, ownership, and continuous improvement within the team.
  • Ensure the first touch with a client is of the highest quality, setting the tone for their entire journey.
  • Drive a solution-oriented approach for every client issue, ensuring a quick and effective resolution.
• Operational Excellence:
  • Establish and refine best-practice processes, timelines, and procedures to ensure efficient operations.
  • Monitor KPIs and performance metrics for each team, providing regular feedback and coaching.
  • Implement operational checks to identify early signs of problems and respond proactively.
  • Coordinate with other departments, ensuring smooth communication and collaboration, especially between sales, product, and support teams.
  • Ensure the implementation of policies and procedures, providing instruction and support to promote compliance and best practices.
  • Continuously evaluate and adjust workflows to adapt to the changing needs of the business and client expectations.
• Team Development:
  • Inspire and coach the team to excel, fostering open communication and a high-performance culture.
  • Conduct performance reviews, mentor team members, and identify training needs.
  • Lead recruitment efforts, ensuring that new hires fit the operational goals and culture of the department.

Requirements

• Bachelor's degree in Operations, Business Management, IT, or a related field.
• 3+ years of experience in customer support or operations management, with at least 2 years in a leadership role.
• Strong experience in handling client-facing teams, including customer support.
• Proven ability to manage and develop teams with a focus on performance improvement and motivation.
• Excellent operational skills, with a track record of setting up and optimizing procedures.
• Strong negotiation and conflict resolution skills, capable of de-escalating challenging situations with both clients and internal stakeholders.
• A proactive mindset, with strong analytical and problem-solving abilities.
• Experience with CRM and customer support tools (e.g., Hubspot).
• Fluency in English and Spanish.

Benefits

• 100% remote collaboration.
• Convenient schedule to manage LATAM team - Monday to Friday, 9 AM - 6 PM or 10 AM - 7 PM (GMT-3).
• Professional development in the international team.
• A comfortable digital office. We use modern digital tools — Slack, Notion, Zoom, Hubspot, HiBob — to make collaborating together seamless.
• Diverse and tight-knit team spread out across the US, LatAm, and more!

Category

Customer Service