Customer Support Team Lead

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 Subject Matter Expert by generating and presenting performance reports, iden...