Customer Service Lead in Guatemala City at IDT

We are looking for a Team Lead to provide day-to-day leadership and support to our customer operations team. The Team Lead will help employees succeed by providing coaching, resolving operational questions, monitoring performance and quality, and ensuring the team remains aligned with business goals and company standards.

This is a hands-on leadership position for someone who is proactive, solution-oriented, and comfortable working in a fast-paced customer service environment.

• Previous leadership or supervisory experience, preferably in a contact center or customer service environment.
• Strong communication, coaching, and problem-solving skills.
• Ability to analyze performance and identify opportunities for improvement.
• Strong organizational skills and attention to detail.
• Ability to handle escalations and make sound decisions in a fast-paced environment.
• Proactive, accountable, and team-oriented approach.
• Comfortable working with performance metrics, quality standards, and operational goals.
• Ability to work effectively with both local and international teams.
• Strong customer service mindset and professional judgment.
• Ability to learn and work effectively with multiple systems and business tools.