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 / Financial Services
Deliverable
production ML models
Required skills
Team leadership, KPI management, Quality Assurance (scorecards), Intercom platform expertise, Process improvement, Data analytics, Autonomous decision-making, Spanish & English fluency, University degree
Preferred skills
Startup/fintech experience, AI integration experience, Agile environment adaptability
Technologies
Intercom, AI Agents
Responsibilities
Manage daily team operations and inbox workflows in Intercom; Evaluate interaction quality via scorecards and implement coaching plans; Train and develop team members through structured feedback; Handle complex escalations and cross-team coordination; Identify process improvements to boost efficiency and AI agent performance; Contribute to building the Colombia customer service operation and AI agent evolution.
Seniority
Senior, hands-on IC
