Customer Support Team Lead

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Empresa

GYD CONSULTING GROUP

Descripción de la Empresa

Aliados estratégicos de clientes a nivel nacional e internacional en la prestación de servicios de outsourcing y consultoría.

Departamento

Bogotá DC

Localidad

Bogota

Tipo de Contratación

Tiempo Completo

Descripción de la Plaza

Job Objective
Professional in Administration, Marketing, Customer Service, Communication, Business Management, or related fields. Lead and support the team of customer service agents, ensuring efficient, timely, and high-quality service across all service channels. You will be responsible for supervising the team’s performance, managing escalated cases, strengthening the agents’ skills, and ensuring compliance with the procedures, service standards, and objectives established by the company.

What You’ll Do
• Lead and mentor a team of Customer Support Agents handling live chat and email inquiries related to accounts, payments, games, bonuses, and platform navigation.
• Monitor daily queues and ensure timely, high-quality responses to customer inquiries, in line with company service standards and satisfaction goals.
• Act as an escalation point for complex or sensitive customer cases, including transaction-related issues, account balance disputes, and complaints.
• Ensure the team provides clear explanations of platform features, game rules, and how results and outcomes are calculated.
• Oversee adherence to regulatory requirements, including age verification, responsible usage limits, and local regulations, and make sure the team follows all procedures.
• Coordinate and support implementation of responsible usage tools (limits, self-exclusion, etc.), and ensure agents guide customers correctly on these topics.
• Track team performance (KPIs such as response time, quality scores, customer satisfaction, and productivity) and report results to management.
• Identify knowledge gaps and training needs; organize regular coaching sessions, refresh trainings, and updates when processes or products change.
• Collaborate with product, payments, and risk teams to communicate recurring customer issues and suggest improvements to the platform and processes.
• Support sales and retention efforts by guiding the team on basic upselling and cross-selling techniques, always respecting responsible usage guidelines.
• Participate actively in hiring for the Customer Support team: review candidates, join interviews, and provide input on final decisions.

• Motivate and engage the team: run regular 1:1s, give feedback, recognize achievements, and support career development.

• Own shift scheduling: create and maintain fair and effective schedules across rotating day, midday, and night shifts, ensuring full coverage.
Requirements
• Minimum 3 years of experience in customer support team lead role,
• iGaming experience is a strong advantage.
• Native Spanish speaker; English proficiency at B2 level or higher is required to coordinate with internal teams and management.
• Strong understanding of customer service principles, practices, and procedures, with proven experience in handling escalations.
• Experience working with CRM systems and support tools such as Optimove, Smartico, or Customer.io, ability to analyze reports and performance metrics.
• Basic knowledge of sales techniques, upselling methods, and customer retention strategies is a plus.
• Ability to handle sensitive and confidential information with strict professionalism.
• Strong communication, coaching, and conflict-resolution skills; customer-oriented and team-oriented mindset.
• Ability to work in a fast-paced environment, manage multiple tasks, prioritize effectively, and support a team across rotating shifts (day, midday, and night).

Job Requirements

• City: Bogotá, D.C.
• Work Arrangement: On-site
• Contract Type: Permanent
• Work Schedule: Full-time
• Schedule: Rotating shifts
• Availability: Must be available to work day, evening, and night shifts, including weekends and holidays, according to the schedule established by the company.
• Salary: $8,000,000 + statutory benefits

Mínimo Nivel Académico Requerido

Universidad Completa

Mínimo Nivel de Inglés Requerido

Avanzado

Mínima Experiencia Laboral Requerida

3-4 años
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