Customer Service Team Leader (Operations Manager) (удаленная работа)

Вакансия: Customer Service Team Leader (Operations Manager)

Описание вакансии

About us:

Cozmo is a technology driven fintech project that has been successfully operating in the markets of Latin America, Europe, and Asia since 2021. We have our own product, ambitious plans for scaling, and entering new markets.

For our Spanish project, we are looking for a Customer Service Team Leader (Operations Leader) a person who can confidently organize and localize processes, and ensure the smooth operation of the operational unit.

What You will do:

• Manage a contact centre comprising 10 employees and 5 service lines (verification, tele sales, support, complaints handling, monitoring).

• Localize standards for the target market, including writing and editing scripts, email sequences, customer guides, and implementing new touchpoints.

• Oversee the call centre s project portfolio: launch new tasks and service channels, implement automation technologies, and build an efficient and reliable service based on cutting edge technologies.

• Ensure compliance with KPIs and quality standards for each service line.

• Establish transparent reporting across all service lines.

What we expect:

• Experience in building a customer service department from scratch or significantly improving existing processes.

• At least 2 years of managerial experience as a supervisor/team lead.

• Technical background (telephony systems, CRM, email/SMS dispatch services).

• Ability to analyze customer data and identify growth opportunities.

• English language proficiency at B2 level or higher; Spanish is not required but will be an advantage.

Preferred qualifications:

• Experience in fintech or e commerce sectors.

• Experience working on international projects.

• Experience with major outsourcing companies (e.g., Teleperformance, Telecontact, etc.).

Personal qualities:

• Self reliance and initiative; willingness to take responsibility.

• Flexibility and adaptability; ability to handle multitasking.

• Systematic approach and attention to detail.

Performance metrics (what will be evaluated):

• Increased productivity and efficiency of the customer service team (FCR, AHT, Claim Ratio).

• Reduction and successful resolution of customer complaints.

• Minimization of customer churn (Churn).

• Contribution to process automation.

What we offer:

• Full time employment.

• Remote work format.

• Competitive salary with bonus and incentive opportunities based on performance.

• A young, international team.

Important!
Please include in your cover letter the key metrics used to evaluate your performance in your most recent role.