ExactlyIT Inc
Customer Support Team Lead
Job Description
Pellera Technologies is looking for a Customer Support Team Lead to oversee a team of agents who provide high-quality support across various managed services. This role is perfect for someone with an operational mindset, strong ownership, and a passion for coaching and developing teams. This is a 100% on-site position based in our Puebla office.
General Accountabilities
- Lead a team of customer support agents focused on delivering exceptional customer experiences and meeting operational KPIs.
- Provide continuous support to the team, including answering questions, conducting weekly 1:1s and team meetings, and giving real-time feedback.
- Set and track individual and team objectives, communicating performance results to management and key stakeholders.
- Coordinate daily workflows, adjusting resources and workload distribution to meet SLA requirements across multiple managed services.
- Act as a Subj...