Customer Support Team lead - Spanish
Core
Lead a customer support team to resolve complex cases, optimize workflows, and leverage data to meet performance metrics while coaching agents.
Role type
Senior Customer Support Team Lead
Builds
Customer support operations and AI-driven support tools for a global money transfer platform
Domain
Fintech / International Payments
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Complex case resolution, data-driven analysis, process optimization, incident management, KPI monitoring, AI-agent management, prompt engineering, data visualization
Preferred skills
Portuguese proficiency, experience in banking/tech/telecommunications
Technologies
Google Business Suite, Slack, AI-driven support tools
Responsibilities
Coach agents on tools and policies, resolve complex cases end-to-end, analyze performance patterns and product gaps, optimize team workflows, manage incidents and stakeholder communication, monitor KPIs and provide real-time coaching, refine AI-driven intent mapping
Seniority
Senior, hands-on IC
