Customer Team Lead English - Solvo Test

Distro, Inc.

Job Overview

Location

Bogotá

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Team Lead for our English-speaking market at Solvo Global, you will be at the forefront of managing and optimizing our customer engagement strategies. This pivotal role demands a blend of leadership, operational acumen, and a deep understanding of customer success principles, all while ensuring seamless end-to-end processes for our valued strategic partners.
• You will be instrumental in fostering strong relationships with key clients, acting as their primary point of contact and ensuring their needs are met with exceptional service and proactive solutions. This involves understanding their business objectives and aligning Solvo Global's offerings to help them achieve their goals, thereby driving mutual growth and satisfaction.
• A significant aspect of your role will involve collaborating closely with various cross-functional teams, including Sales, Operations, and Product Development. This collaborative effort is crucial for identifying areas of improvement, implementing best practices, and ensuring that our service delivery consistently meets and exceeds high-quality standards.
• You will be empowered to provide data-driven insights that directly influence the enhancement of internal workflows and customer-facing processes. By analyzing customer interactions, feedback, and operational metrics, you will identify trends, pinpoint inefficiencies, and propose actionable recommendations to streamline operations and elevate the overall customer experience.
• Maintaining impeccable quality standards in all client interactions is paramount. This includes overseeing the quality of support provided by your team, conducting regular performance reviews, and ensuring adherence to established service level agreements (SLAs) and company policies.
• Leading and mentoring a team of customer support professionals will be a core responsibility. You will foster a positive and productive team environment, provide ongoing training and development opportunities, and motivate your team to achieve individual and collective performance targets.
• You will be responsible for the end-to-end management of customer lifecycles, from onboarding to ongoing support and retention. This holistic approach ensures that customers receive consistent and high-quality engagement throughout their journey with Solvo Global.
• Proactively identifying potential issues and developing strategies to mitigate risks before they impact customer satisfaction will be a key performance indicator. This requires a keen eye for detail and a forward-thinking approach to problem-solving.
• Contributing to the continuous improvement of our customer service framework by sharing insights and feedback from the front lines will be highly valued. Your input will be critical in shaping the future of our customer engagement strategies.
• You will be expected to stay abreast of industry best practices and emerging trends in customer success and support, bringing innovative ideas to the team and driving their implementation.
• This role offers a unique opportunity to grow within a multicultural and dynamic environment, contributing directly to Solvo Global's international expansion and overall success. Your leadership will be vital in shaping positive customer experiences and reinforcing our reputation as a trusted partner.
• The ability to adapt to a fast-paced, remote-first environment is essential, requiring strong self-discipline, excellent time management, and effective communication skills across virtual platforms.
• You will play a key role in ensuring operational excellence by meticulously managing processes, identifying bottlenecks, and implementing efficient solutions that enhance productivity and customer satisfaction.
• Driving customer loyalty and retention through exceptional service delivery and strategic account management will be a primary objective. This involves understanding customer needs deeply and exceeding expectations at every touchpoint.
• You will be a champion for the customer within Solvo Global, advocating for their needs and ensuring their voice is heard across all departments.
• This position requires a proactive approach to problem-solving, anticipating challenges and developing creative solutions to ensure a smooth and positive customer journey.
• You will be responsible for setting performance goals for your team, monitoring progress, and providing constructive feedback to foster continuous improvement and professional development.
• The role involves analyzing customer feedback and satisfaction surveys to identify areas for improvement and implement targeted strategies to enhance the overall customer experience.
• You will be expected to manage escalations effectively, resolving complex customer issues with a calm and professional demeanor, ensuring customer retention and satisfaction.
• Contributing to the development and refinement of customer support policies and procedures will be an integral part of your role, ensuring they align with company objectives and industry best practices.
• This is an exciting opportunity to make a significant impact on our customer relationships and contribute to the growth of a globally recognized company.

🎯 Requirements

• Advanced English proficiency (C1 level or higher), with excellent written and verbal communication skills.
• Proven experience in a customer-facing role, preferably within BPO, Tech, or Recruitment sectors, with demonstrated leadership or team lead experience.
• Strong analytical and problem-solving abilities, with a knack for identifying trends and implementing effective solutions.
• Ability to thrive in a fast-paced, remote-first work environment, demonstrating self-discipline and excellent time management.

🏖️ Benefits

• Competitive salary and opportunities for professional growth and career advancement.
• Flexible work-from-home arrangement, offering a healthy work-life balance.
• A vibrant and innovative company culture that values its people and fosters a collaborative environment.

Skills & Technologies

Senior

Remote

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Distro, Inc.

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About Distro, Inc.

Distro provides an AI‑powered global hiring platform that automates resume vetting, candidate screening and matching, interview scheduling, contractor payments and payroll/EOR services to help companies recruit and onboard talent across 200+ countries.

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