Customer Service Team Leader

The role

The Team Leader will lead the performance, KPI compliance, and daily operation of a customer service team. This role involves managing operations in Intercom, evaluating interaction quality, and developing team members through coaching.

What you will do

• Manage daily operations in Intercom, including inboxes, flows, and case assignment.
• Evaluate interaction quality using scorecards or Quality Assurance frameworks.
• Train and develop team members through feedback and performance conversations.
• Manage complex escalations and coordinate with other teams.
• Identify opportunities to improve processes, tools, and customer experience.
• Contribute to the construction and evolution of the Customer Service operation in Colombia.

Required qualifications

• Minimum 3 years of experience leading Customer Service, Customer Support, or Customer Experience teams.
• Experience managing operational and quality KPIs.
• Experience evaluating interaction quality via scorecards or Quality Assurance frameworks.
• Experience in startups, fintechs, technology companies, or high-growth environments.
• Experience working in dynamic or changing environments.
• Experience in process improvement, tool implementation, or operational efficiency initiatives.
• Analytical capacity to interpret data and make decisions based on metrics.
• Ability to work with autonomy and speed.
• Interest or experience working with artificial intelligence applied to customer service.
• Mandatory fluency in Spanish and English.
• Minimum education: completed university degree.
• Availability to work on-site in Bogotá under rotating shifts, including weekends.

Nice to have

• Desirable experience using Intercom for operational monitoring and flow control.

Benefits

• Opportunity to lead a key team in a growing global company.
• Direct impact on customer experience and business results.
• Constant learning and exposure to Product, Operations, and Technology.
• Work with artificial intelligence.
• Competitive salary according to the tech market.
• Indefinite term contract.
• All legal benefits.
• Full health coverage with prepaid medicine.

About the company

MAJORITY is a global team of more than 30 nationalities building a digital financial services platform for ambitious global citizens. They aim to provide intelligent and accessible financial membership to help people manage and grow their money regardless of where they are.