Customer Support Team Lead

Summary

Join Preply's Customer Support Squad as a Team Leader Latam and help us unlock human potential through learning! You will lead and mentor a team, ensuring stellar customer support metrics. This role requires at least two years of experience leading a customer support team and the ability to make data-driven decisions. Preply offers a dynamic and diverse work culture, competitive compensation, and opportunities for professional development. We are committed to creating a supportive and inclusive environment where everyone can thrive. Help us empower tutors and learners across 175 countries!

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

Preferred Qualifications

Excel is a plus

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!)