Customer Support Team Lead - Hybrid

Role Details
Contract Type: Full-time
Training Schedule: Monday - Friday, 6:00 am - 3:00 pm | Weekends off
Work Schedule: Monday - Friday, 10:00 am - 7:00 pm | Weekends off
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Start Date: ASAP
 

About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.
 

About The Role
At PartnerHero, our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations. As a Team Lead, you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team. You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. Your contribution is limitless and not confined to this job description.

This is a hybrid role that will require 2 days in office 
 

What You’ll Do:

• Lead, coach, and develop a high-performing Customer Service team.
• Drive team performance to meet KPIs and service standards.
• Collaborate with leadership to equip teams with necessary tools and insights.
• Implement key customer service initiatives to scale operations.
• Support the Program Manager and Team Leads in strategic planning and execution.
• Conduct quality evaluations to uphold program standards.
• Provide weekly feedback and coaching to enhance team performance.
• Report system bugs, outages, and website challenges as needed.
• Maintain expertise in the product, platform, and SLAs.
• Handle high-sensitivity tasks, including GDPR compliance.
• Assist with ticket escalations, coaching team members on decision-making and escalation protocols.
• Contribute to training material development and lead ad-hoc refresher sessions.
• Review team statistics and provide regular performance updates.
   

Additional Expectations:

• Engage with partner contacts to review team and individual performance, including KPIs, QA, SLAs, and goal progress.
• Collaborate with internal and partner stakeholders on team capacity planning.
• Conduct routine 1:1 meetings covering performance, development, and career goals.
• Ensure adequate staffing and contingency plans for all program schedules.
• Assist in recruitment by screening and interviewing candidates.
• Develop and document processes and policies for team-wide reference.

What We Expect From You:

• At least 2 years of Team Leadership experience in the BPO/Outsourcing industry
• Minimum of 2 years experience in a highly technical environment
• Excellent English skills - spoken and written (EFSET result of C2 level)
• High technical support expertise
• Creative thinker, someone who thinks outside and beyond the box!
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Ability to thrive in a dynamic and evolving environment - must be adaptable
• Metrics-driven and proven ability to handle a high volume of customer interactions
• Strong conflict resolution skills and even temperament in challenging situations
• Understanding of active listening techniques
• Comfortable using a computer
   

What You’ll Get In Return:

• Hybrid working arrangements (twice a week onsite requirement)
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
   

Company Culture is at our core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.
 

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].