Customer Support Lead

**TripleTen** _is an award-winning online school among technology bootcamps. Our mission is to help people change their lives and succeed in technology. We offer flexibility in studies, career mentoring, resume and portfolio preparation, and we guarantee employment after the course. Our employability rate among graduates is 87% across our Full Stack Development, Quality Assurance (QA) and Data Analytics._
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Please submit all resumes or CV's in English._**

**Requirements**:

- Bachelor's degree in Operations, Business Management, IT, or a related field.
- 3+ years of experience in customer support or operations management, with at least 2 years in a leadership role.
- Strong experience in handling client-facing teams, including onboarding, support, and crisis management.
- Proven ability to manage and develop teams with a focus on performance improvement and motivation.
- Excellent operational skills, with a track record of setting up and optimizing procedures.
- Strong negotiation and conflict resolution skills, capable of de-escalating challenging situations with both clients and internal stakeholders.
- A proactive mindset, with strong analytical and problem-solving abilities.
- High emotional intelligence, with a deep understanding of customer psychology and behavior, especially in high-stakes scenarios like social media complaints.
- Experience with CRM and customer support tools (e.g., Zendesk, Freshdesk).
- Fluency in English and Spanish.

What you will do:
**1. Leadership and Management**:

- Lead and manage three support teams: Support Stream (client requests), Onboarding Team (post-purchase onboarding), and Crisis Team (refunds, negative feedback).
- Foster a culture of operational excellence, ownership, and continuous improvement within the team.
- Ensure the first touch with a client is of the highest quality, setting the tone for their entire journey.
- Address negative feedback on social media, treating it as an opportunity to help clients and improve processes.
- Drive a solution-oriented approach for every client issue, ensuring a quick and effective resolution.

**2. Operational Excellence**:

- Establish and refine best-practice processes, timelines, and procedures to ensure efficient operations.
- Monitor KPIs and performance metrics for each team, providing regular feedback and coaching.
- Implement operational checks to identify early signs of problems and respond proactively.
- Coordinate with other departments, ensuring smooth communication and collaboration, especially between sales, product, and support teams.
- Ensure the implementation of policies and procedures, providing instruction and support to promote compliance and best practices.
- Continuously evaluate and adjust workflows to adapt to the changing needs of the business and client expectations.

**3. Team Development**:

- Inspire and coach the team to excel, fostering open communication and a high-performance culture.
- Conduct performance reviews, mentor team members, and identify training needs.
- Lead recruitment efforts, ensuring that new hires fit the operational goals and culture of the department.

**4. Client Satisfaction and Retention**:

- Drive client satisfaction by resolving issues swiftly and improving overall customer experience.
- Focus on reducing refund requests by improving communication and client education.
- Analyze patterns of feedback and refunds to identify key areas for improvement and drive change.

What we can offer you:

- 100% remote collaboration.
- Convenient schedule to manage LATAM team - Monday to Friday, 9 AM - 6 PM or 10 AM - 7 PM (GMT-3).
- Professional development in the international team.
- A comfortable digital office. We use modern digital tools — Slack, Notion, Zoom, Hubspot, HiBob — to make collaborating together seamless.
- Diverse and tight-knit team spread out across the US, LatAm, and more