Headquarters: United States

URL: https://www.rivo.io

Support Team Lead (LATAM)

Team Management:
Lead, mentor, and manage a team of customer support representatives.
Set clear performance expectations and provide regular feedback.
Conduct performance evaluations and develop improvement plans as needed.

Customer Support Operations:
Oversee daily support operations to ensure prompt and accurate issue resolution.
Ensure the team adheres to established SLAs and KPIs.

Customer Satisfaction:
Implement strategies to enhance customer satisfaction and loyalty.
Drive initiatives to collect and increase the number of 5-star reviews from customers.
Collaborate with operations and product to resolve complex customer issues and improve overall customer experience.

Reporting and Analytics:
Generate and review reports on team performance, customer satisfaction, and ticket resolution.
Use data-driven insights to optimize support processes and achieve targets.
Report key metrics and insights to senior management.

Training and Development:
Identify training needs and organize regular training sessions for the support team.
Stay updated on product features, industry trends, and best practices to ensure the team is well-equipped to assist customers.

Proven experience in a customer support or team lead role, preferably in a SaaS, Shopify or tech environment.
Strong leadership and team management skills, with a track record of driving team performance.
Excellent communication skills in English (both written and verbal).
Customer-centric mindset with a focus on delivering exceptional customer service.
Ability to work across flexible schedules and timezones
Ability to analyze data and use insights to drive performance improvements.
Experience working in a remote environment and managing remote teams.
Familiarity with support tools like Zendesk, Intercom, or similar platforms.
Scrappy, fast and resourceful
Self-driven with an entrepreneurial approach and ability to work autonomously with limited guidance / supervision

Fully-remote.
Regardless of the type of contract (employee or consultant), there is a guaranteed minimum of 18 days off per year.
Freedom to work where you’re the happiest and be a part of a team that cares about your success and well-being.

Micro-managing
Egos
Drama

Apply for the job

To apply: https://weworkremotely.com/remote-jobs/rivo-commerce-support-team-lead-latam