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 serving international customers.
Role type
Senior IC Customer Support Team Lead
Builds
Customer support operations and AI-driven support tools
Domain
Fintech / International Money Transfer
Required skills
Complex case resolution, Data analysis, Process optimization, Incident management, KPI monitoring, AI-agent management, Prompt engineering, Data visualization, Cross-functional collaboration
Preferred skills
Portuguese proficiency, Experience in banking/tech/telecoms
Technologies
Google Business Suite, Slack, AI-driven support tools
Responsibilities
Coach agents on complex case resolution, Analyze performance patterns to identify product gaps, Optimize team workflows with cross-functional partners, Lead incident management and communication, Monitor KPIs and provide real-time coaching, Refine AI-driven intent mapping with Product teams
Seniority
Senior, hands-on IC
