Head of Customer Support (LATAM)

We are looking for Customer Support Lead for TripleTen LATAM team. The ideal candidate will have a strong operational mindset, an ability to inspire their team, excellent negotiation skills, and a proactive approach to problem-solving.

Please submit all resumes or CV's in English.

What you will do

1. Leadership and Management:

• Lead and manage a Customer Support Stream (client requests).

• Foster a culture of operational excellence, ownership, and continuous improvement within the team.

• Ensure the first touch with a client is of the highest quality, setting the tone for their entire journey.

• Drive a solution-oriented approach for every client issue, ensuring a quick and effective resolution.

2. Operational Excellence:

• Establish and refine best-practice processes, timelines, and procedures to ensure efficient operations.

• Monitor KPIs and performance metrics for each team, providing regular feedback and coaching.

• Implement operational checks to identify early signs of problems and respond proactively.

• Coordinate with other departments, ensuring smooth communication and collaboration, especially between sales, product, and support teams.

• Ensure the implementation of policies and procedures, providing instruction and support to promote compliance and best practices.

• Continuously evaluate and adjust workflows to adapt to the changing needs of the business and client expectations.

3. Team Development:

• Inspire and coach the team to excel, fostering open communication and a high-performance culture.

• Conduct performance reviews, mentor team members, and identify training needs.

• Lead recruitment efforts, ensuring that new hires fit the operational goals and culture of the department.

Requirements

• Bachelor's degree in Operations, Business Management, IT, or a related field.

• 3+ years of experience in customer support or operations management, with at least 2 years in a leadership role.

• Strong experience in handling client-facing teams, including customer support.

• Proven ability to manage and develop teams with a focus on performance improvement and motivation.

• Excellent operational skills, with a track record of setting up and optimizing procedures.

• Strong negotiation and conflict resolution skills, capable of de-escalating challenging situations with both clients and internal stakeholders.

• A proactive mindset, with strong analytical and problem-solving abilities.

• Experience with CRM and customer support tools (e.g., Hubspot).

• Fluency in English and Spanish.

What we can offer you

• 100% remote collaboration.

• Convenient schedule to manage LATAM team - Monday to Friday, 9 AM - 6 PM or 10 AM - 7 PM (GMT-3).

• Professional development in the international team.

• A comfortable digital office. We use modern digital tools — Slack, Notion, Zoom, Hubspot, HiBob — to make collaborating together seamless.

• Diverse and tight-knit team spread out across the US, LatAm, and more!