Customer Support Team Lead

Summary

Join Preply's Customer Support Squad as a Customer Support Team Leader Latam and lead a team focused on delivering exceptional support to learners and tutors globally. You will be responsible for agent performance, setting goals, monitoring quality, providing feedback, and identifying areas for growth. This role requires at least 2 years of experience leading a customer support team and the ability to make data-driven decisions. Preply offers a competitive financial package, including equity, leave allowance, and health insurance, along with a generous monthly allowance for lessons and a learning and development budget. The company fosters a collaborative and diverse culture, providing opportunities for professional growth and development.

Requirements

• Ability to support, develop and grow team members on an individual level
• Ability to make independent decisions and set priorities
• Be a change ambassador handling operational challenges of a fast scaling company
• Networking and ability to influence others
• Excellent teamwork skills
• At least 2 years of experience leading a team of Customer Support agents
• Capacity to make data driven decisions, excel is a plus

Responsibilities

• Encourage, provide and support your team in achieving their goals
• Create a safe working environment supporting diversity of backgrounds and opinions
• Analyze, plan and troubleshoot work activities
• Nurture (multicultural) talent and lead by understanding your people
• Together with your team you find solutions for our tutor and students, formulate new ideas and embrace change
• Ensure continuous reporting of performance, adherence and attendance
• Improve our key Customer Support metrics from good to stellar (Contacts per Hour, First Response Time, Customer Happiness, Service Quality, First Contact Resolution)
• Manage some projects in the Customer Support team

Benefits

• An open, collaborative, dynamic and diverse culture
• A generous monthly allowance for lessons on Preply.com , Learning & Development budget and time off for your self-development
• A competitive financial package with equity, leave allowance and health insurance
• Access to free mental health support platforms
• The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!)