Customer Service Supervisor (Xico)

About the Role

As a Team Leader you will directly manage teammates responsible for providing the highest quality care to our Consumers, Merchants and Dashers at the forefront of our business. This role appeals to you because you're a leader, operator, and problem solver. You'll be responsible for managing the day-to-day operations with an expanding company while maintaining and improving on bold quality and speed metrics for your team. This position will support our Customer Experience center in Mexico City.

Responsibilities

• Lead a team of motivated individuals who are focused on customer success in order to deliver on operational KPIs.
• Support your team by being present and approachable, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback.
• Establish and manage your team to individual and team goals and objectives and communicate performance to management and other stakeholders.
• Coordinate daily workflow within the team and adjust resources to meet service level agreements with the business.
• Operate as a Subject Matter Expert, creating, distributing, and presenting performance reports in order to identify trends and highlight opportunities for improvement.

Qualifications

• Leadership with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance.
• Ability to increase results and constantly evaluate how and whether your team's activities are achieving the desired, measurable impact.
• Strong operator skills: translate analysis to actions quickly, test hypotheses, and use 'first principles' to solve challenging business problems at their root level.
• Ownership mentality, always looking for opportunities to better your work product.
• Comfortable making tough decisions that balance the trade-off between quality and quantity.
• Bachelor’s degree or equivalent experience.
• 2+ years of people management or team lead experience.
• Mind and talent for process improvement.
• Experience in pulling data and using data to influence decisions.
• Knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets). Google Sheets preferred.
• Experience in the tech, restaurant, or logistics industries (preferred).
• Familiarity with working with large, diverse customer support, operations, and sales organizations (preferred).
• Flexibility to occasionally work shifts, holidays, and outside of standard schedule.
• Bilingual in Spanish and English.