Remote Bilingual Customer Support Team Lead $32,000 MXN / mo

We are a U.S.-based self-storage operator looking for an experienced, fully bilingual Customer Support Team Lead. This is a fully remote, full-time position. You will lead our remote customer support team while also handling customers yourself.

RESPONSIBILITIES
- Lead, coach and support a team of remote customer support representatives
- Handle inbound and outbound calls, emails and messages from current and prospective customers, in English and Spanish
- Make decisions on customer issues such as billing questions, payment arrangements and escalations without waiting for approval
- Train new team members and review calls for quality
- Keep coverage running so no customer goes unanswered
- Spot recurring problems and propose fixes to management

REQUIREMENTS
- Native or fully fluent English and Spanish, spoken and written
- 3+ years of customer service experience, including at least 1 year leading or supervising a team (call center, BPO or similar)
- Sound judgment and comfortable making decisions on your own
- Reliable high-speed internet, a computer and a quiet place to work
- Availability to work a schedule aligned with U.S. business hours

WE OFFER
- $32,000 MXN per month
- Fully remote work
- Full-time, indefinite-term contract