Customer Experience Team Lead

Description

Job Summary: Bold seeks a Customer Experience Team Lead to manage support agents, develop teams, and improve processes, reporting to the CX Manager. Key Responsibilities: 1. Manage and develop a team of support agents 2. Responsible for handling customer service KPIs 3. Creating action plans and improving processes **Bold** Bold is a fintech that provides a payment solution for micro-entrepreneurs to accept payments via debit cards, credit cards, and digital wallets through POS terminals and payment links. However, Bold’s vision extends beyond being a payments company—we are working to become a financial and technology platform for small and medium-sized enterprises (SMEs), complementing our payments and banking solutions with other interconnected software products aligned with our full value proposition. For more information about Bold, visit our website. ### **Customer Experience Team Lead** **The Role:** Directly manage the support agent team, reporting directly to the CX Manager; foster an environment conducive to support agents’ development; create action plans; provide coaching and direction to achieve results. **Your Responsibilities Will Include:** * Responsibility for managing customer service KPIs * Team management: Developing people and behaviors that impact results * Creating action plans to achieve team-level and individual agent performance goals * Monitoring chats, calls, and interactions to provide feedback * Process improvement: Participating in developing procedures, rules, and monitoring structures jointly with your manager * Scheduling coverage shifts (breaks, lunches, etc.) in coordination with your manager * Collaborating with the CX Manager to develop coaching procedures, track action plans, and improve departmental structure * Reporting all incidents related to information security * Ensuring compliance with information security guidelines established in the Information Security Policy * Participating in information security awareness and training programs **Conditions:** * Working Hours: Monday–Friday, 9am–6pm * Hybrid Work Modality * Office Location: San Borja **What We Offer You:** * Fixed Salary * Indefinite-Term Contract * We support your work-life balance with a hybrid and flexible work model. Additionally, you’ll enjoy permanent early Fridays—and time off for your birthday and personal matters! * We care about your health with up to 90% EPS coverage and support your family with extended maternity and paternity leave. * We boost your finances with interest-free loans, preferential exchange rates, and vehicle insurance loans. * We provide an annual budget you can use across various training and certification platforms to support your growth and career progression within the company. * You’ll receive an annual bonus for purchasing eyeglasses or contact lenses. …And much more! * **Requirements:** + Business Administration, Modern Languages, Psychology, International Business, Engineering, or related fields + 0–2 years of leadership experience in customer service + Proficiency in GSuite, Excel, and English language skills **Personal Data Processing Authorization** By applying and providing your personal data, and in compliance with current personal data protection regulations, you explicitly and voluntarily authorize the processing of your personal data, in accordance with the purposes outlined in the Personal Data Processing Policy of Bold Companies, available on their websites: https://bold.co and https://boldcf.co. As a Data Subject, you are entitled to the rights established under Law 1581 of 2012 and any complementary or modifying regulations—particularly the rights to know, update, correct, or request deletion of your data, and to revoke the authorization you have granted for the use of your personal data. To exercise your rights as a Data Subject, Bold Companies provide the following channels: For Bold.co and Bold Capital cases: Email: soporte@bold.co, Bold Chat: https://bold.co/, Phone: 60(1) 508 5776 For Bold CF cases: Email: soporte@boldcf.co, Bold Chat: https://boldcf.co, Phone: 60(1) 254 3084