Working Team Lead (TU)

Working Team Lead

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Guadalajara, Mexico Team is growing and we're looking for an experienced Working Team Lead to join our Helpware team.

We are seeking a motivated and highly organized Working Team Lead to support our operations team. The Working Team Lead will perform the duties of an agent while also serving as a supervisor, ensuring team performance, productivity, and quality standards are met. This role is ideal for an individual with strong communication and interpersonal skills, a collaborative mindset, and a desire to support team growth and development.

Responsibilities :

• Supervise and support a team of agents, providing guidance, motivation, and constructive feedback.
• Conduct one-on-one meetings and coaching sessions to foster team member growth and performance improvement.
• Apply sanctions if necessary, supported by Operations manager and Human Resources.
• Prepare and maintain reports related to team performance, metrics, and productivity.
• Serve as a point of contact for team questions, escalations, and operational support. As part of being the main point of contact with the client, the working team lead would also prepare presentation and show them in client meetings.
• Troubleshoot technical issues (e.g., Chrome extension, internet browsers) and reproduce customer problems for QA.
• Provide actionable recommendations and solutions support via chat, email, phone, and screen sharing to customer challenges.
• Communicate customer issues internally to prioritize and enhance the customer experience with clarity, empathy, and precision.
• Follow appropriate escalation paths.
• Engage with customers to ensure satisfaction with TextUs products and services, demonstrating product expertise and providing guidance on usage.
• Manage multiple customer conversations in Salesforce Service Cloud, maintaining a high level of service across all interactions.
• Monitor and maintain key performance indicators, including CSAT score, timely responses, number of escalations to account manager, and average responses per case closed.
• Maintain expertise in 10DLC and stay up-to-date on company products and services.
• Gather and share customer feedback with relevant teams to improve products and processes.
• Identify and report bugs vs. expected behavior, escalating as needed and providing input for help center articles.
• Log comprehensive tickets in Jira, tagging with root cause, product feature, and organization details.
• Provide actionable feedback to improve processes across teams.
• Escalate customer issues to the appropriate teams (AM / Sales / Billing / Engineering).
• Work with product and engineering to report feature requests and resolve technical issues.
• Maintain accurate documentation in Salesforce Service Cloud to track customer interactions and ensure process improvements.
• Ensure compliance with company policies, procedures, and service-level agreements (SLAs)

Requirements :