Customer Support Team Lead

Summary

Join Sezzle's Customer Support Team as a Team Lead and help deliver exceptional support experiences. Lead and mentor a team of customer support specialists, overseeing troubleshooting and ensuring effective communication. You will participate in recruitment, manage customer inquiries across various channels, and foster a culture of excellence. Collaborate with other teams to improve products and services, acting as a liaison between the Colombia team and global leadership. The ideal candidate possesses strong leadership skills, excellent communication (English and Spanish), problem-solving abilities, and experience in a fast-paced customer support environment. A Bachelor's degree or equivalent experience is required.

Requirements

• Previous experience in a customer support leadership role in a fast-paced environment
• Excellent communication and interpersonal skills, with fluency in written and spoken English and Spanish
• Proven ability to manage multiple tasks effectively and prioritize team objectives
• Strong problem-solving skills and a passion for delivering exceptional customer experiences
• Bachelor's degree or equivalent experience in a related field

Responsibilities

• Lead a team of customer support specialists, providing guidance and support to ensure exceptional service delivery
• Assist in building and developing the customer support team by participating in recruitment efforts and conducting interviews for customer service agents
• Oversee the resolution of customer inquiries through various channels
• Foster a culture of empathy and excellence within the team, encouraging them to go above and beyond to ensure customer success
• Collaborate with other teams to gather insights and feedback, driving continuous improvement in Sezzle's products and services
• Act as a liaison between the Colombia customer support team and global leadership, communicating team performance and contributing to strategic decision-making

Preferred Qualifications

Familiarity with Zendesk, LiveAgent, or Jira is a plus