Team Lead (TU)

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Guadalajara, Mexico Team is growing and we're looking for experienced workign team lead to join our Helpware team.

Job Overview:

We are seeking a motivated and highly organized Working Team Lead to support our operations team. The Working Team Lead will perform the duties of an agent while also serving as a supervisor, ensuring team performance, productivity, and quality standards are met. This role is ideal for an individual with strong communication and interpersonal skills, a collaborative mindset, and a desire to support team growth and development.

Responsibilities:

· Supervise and support a team of agents, providing guidance, motivation, and constructive feedback.

· Conduct one-on-one meetings and coaching sessions to foster team member growth and performance improvement.

· Apply sanctions if necessary, supported by Operations manager and Human Resources.

· Prepare and maintain reports related to team performance, metrics, and productivity.

· Serve as a point of contact for team questions, escalations, and operational support. As part of being the main point of contact with the client, the working team lead would also prepare presentation and show them in client meetings.

Customer Support and Problem Resolution

· Troubleshoot technical issues (e.g., Chrome extension, internet browsers) and reproduce customer problems for QA

· Provide actionable recommendations and solutions support via chat, email, phone, and screen sharing to customer challenges

· Communicate customer issues internally to prioritize and enhance the customer experience with clarity, empathy, and precision .

· Follow appropriate escalation paths

· Ensuring Customer Satisfaction

· Engage with customers to ensure satisfaction with TextUs products and

· services, demonstrating product expertise and providing guidance on usage

· Manage multiple customer conversations in Salesforce Service Cloud, maintaining a high level of service across all interactions

· Monitor and maintain key performance indicators, including CSAT score, timely responses, number of escalations to account manager, and average responses per case closed

· Feedback Collection and Product Knowledge

· Maintain expertise in 10DLC and stay up-to-date on company products and services.

· Gather and share customer feedback with relevant teams to improve products and processes.

· Identify and report bugs vs. expected behavior, escalating as needed and providing input for help center articles.

· Log comprehensive tickets in Jira, tagging with root cause, product feature, and organization details.

Collaboration with Teams

· Provide actionable feedback to improve processes across teams.

· Escalate customer issues to the appropriate teams (AM/Sales/Billing/Engineering).

· Work with product and engineering to report feature requests and resolve technical issues.

Documentation and Policy Adherence

· Maintain accurate documentation in Salesforce Service Cloud to track customer interactions and ensure process improvements

· Ensure compliance with company policies, procedures, and service-level agreements (SLAs)

Requirements:

Experience as a Team Lead or Supervisor in the BPO industry

B2 English

Customer Experience Acumen

· Positive and energetic attitude with exceptional customer service skills

· Passion and curiosity about technical products and SaaS

· Exemplifies a team mentality

Attention to Detail

· Strong attention to detail, with a sense of urgency

· Ability to prioritize issues and resolve them in order

· Exceptional written and verbal communication skills

Product Fluency

· Strong ability to understand information from documentation

· Technical aptitude and ability to learn platforms

· Experience within a ticketing environment (ServiceCloud, ZenDesk, JIRA)

· Experience with CRM or Support Desk software is a bonus

Accountability

· Asks for feedback and strives for continuous improvement

· Experience maintaining accurate documentation

· Proficiency in complex problem-solving

Communication

· Exceptional written and verbal communication skills

· Ability to prioritize issues and resolve them in order