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.
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