Description
Contact Center Operations Lead in Querétaro (remote). Opportunity at a multinational group based in the Netherlands building its teams in Mexico. Bilingual role (Spanish/English). Join a team with a culture of excellence and real growth.
Responsibilities
- Lead and own the Customer Experience function as a Contact Center Operations Lead.
- Identify recurring patterns in inquiries and propose product or process improvements.
- Support the onboarding of new customers to ensure successful activation.
- Monitor key metrics (CSAT, NPS, resolution time) and work to improve them.
- Build trusted relationships with key accounts and drive retention.
- Partner with Product, Sales, and Operations to close the customer feedback loop.
- Lead high-impact initiatives and mentor more junior team members.
Requirements
- Professional Spanish and English (written and spoken): required for this role.
- Excellent communication, empathy, and customer-orientation skills.
- Prior experience in customer service, support, or customer success.
- Hands-on with CRM and ticketing tools (Zendesk, Salesforce, HubSpot, or similar).
- Strong organization and meticulous case follow-up.
- Problem-solving mindset and comfort in a fast-paced environment.
Benefits
- Major medical and/or life insurance.
- Professional development plan and training budget.
- Vacation days above the legal minimum plus personal days.
- A culture of excellence, solid processes, and real growth opportunities.
- Competitive salary aligned with market and role level.
- Flexible work arrangement (according to the role's modality).
How to apply
- Click “Apply now”.
- Complete your application following the steps.
- We’ll contact you about the next steps.
Frequently asked questions
- How do I apply?
- Click “Apply now” and complete your application following the steps. We’ll then contact you about the next steps.
- Is this role remote?
- This position is remote, based in Querétaro.
- Does it cost anything to apply?
- No. Applying through Talentosy is free for candidates.
