Customer Service Team Leader, Bogota
Core
Leading a high-performance customer service team in Bogotá to manage daily operations, ensure KPI compliance, and drive continuous improvement in a dynamic fintech environment.
Role type
Senior Customer Service Team Leader
Builds
Customer support operations and AI agent integration for a global financial membership platform
Domain
Fintech / Digital Financial Services
Deliverable
production ML models
Required skills
Team leadership, KPI management, Quality Assurance (scorecards), Intercom platform proficiency, Process improvement, Data analytics, Autonomous decision-making, Spanish (fluent), English (fluent), University degree
Preferred skills
Startup/fintech experience, AI integration experience, Rotational shift flexibility
Technologies
Intercom, AI Agents (Simón)
Responsibilities
Lead team performance and daily operations, Manage Intercom inbox and case assignment, Evaluate interaction quality via scorecards, Coach and develop team members, Resolve complex escalations, Improve processes and AI agent workflows
Seniority
Senior, hands-on IC
