Customer Service Team Lead

We are looking for a skilled Customer Service Team Lead to support our Customer Service team in Miami, FL.

MAJORITY is a groundbreaking mobile banking service built for migrants, by migrants. Global migration is a 21st-century reality, whether people are following their dreams, love, or new experiences. Our purpose at MAJORITY is to empower the ambitious, the brave, and the talented and help them achieve their dreams. We believe that everyone deserves the same opportunity to succeed. Thus, our mission is to provide migrants the tools they need to thrive in their new country. Come join us!

We are MAJORITY, people without borders from 20+ countries around the world. The most important thing for us is working with ambitious people who are passionate about making a difference and keen to help us achieve our mission. Does that sound like you? Then we’d love to hear from you.

What’s the role?

The Customer Service Team Lead will be responsible for leading a team of customer service representatives to deliver outstanding support to our valued customers. This role requires a blend of leadership, communication, and problem-solving skills to ensure that our team meets and exceeds performance goals while maintaining high levels of customer satisfaction.

 

• Lead, coach, and mentor a team of customer service representatives to deliver exceptional service and achieve performance targets.
• Develop & improve team efficiency, productivity, and overall performance.
• Monitor team performance metrics, including response time, resolution rate, customer satisfaction scores, and quality assurance standards.
• Provide ongoing feedback and performance evaluations to team members, identifying areas for improvement and implementing training programs as needed.
• Act as a point of escalation for complex customer inquiries or issues, resolving them promptly and effectively.
• Collaborate with other customer operations teams to address customer concerns and drive continuous improvement.
• Create and maintain documentation of customer service processes, procedures, and best practices.
• Support recruitment efforts and onboard new customer service representatives.

 

Who we’re looking for

 

• A flexible individual who works effectively in a fast-paced, rapidly changing environment, adapting readily to changing priorities and deadlines.
  
  
• A customer-oriented, empathetic leader with excellent communication skills.
  
  
• A curious problem solver who loves new challenges.
  
  
• A hardworking, dedicated, mission-driven person who is ready to grow with Majority.

 

Requirements

• Bachelor's degree in business administration or a related field.
• Proven track record of achieving and exceeding performance targets and driving customer satisfaction, with at least 2 years of experience in a leadership or supervisory position
• Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and team members.
• Strong leadership abilities, including the ability to motivate and inspire team members to achieve their best.
• Exceptional problem-solving skills, with the ability to quickly assess situations and make sound decisions.
• Proficiency in customer service software, CRM systems, and Google Workspace.
  Knowledge of customer service best practices, quality assurance methodologies, and relevant regulations
• Fintech or cross-border payments experience a big plus
• Fluent in English & Spanish
  
  

If you’re interested in joining our mission as Customer Service Team Lead, please apply by submitting your CV alongside a cover letter.

We believe in equal opportunity and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.