Team Leader - Tech Support

Sutherland
Bogotá
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-3 yearsEducation: high_schoolSkills: ["Coaching","Performance management","Accountability","Collaboration","Customer-centric mindset"]

Lead frontline tech support teams to meet operational targets and deliver exceptional customer experiences. Provide day-to-day leadership, coaching, performance reviews, and development plans while driving workforce planning, attendance, service levels, and quality standards. Track KPIs for productivity, quality, and customer satisfaction, manage escalations and complex issues, ensure compliance with Lenovo standards, and participate in continuous improvement and cross-functional initiatives.

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FursaFursa
Sutherland
Sutherland
3 days ago

Team Leader - Tech Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead frontline tech support teams to meet operational targets and deliver exceptional customer experiences. Provide day-to-day leadership, coaching, performance reviews, and development plans while driving workforce planning, attendance, service levels, and quality standards. Track KPIs for productivity, quality, and customer satisfaction, manage escalations and complex issues, ensure compliance with Lenovo standards, and participate in continuous improvement and cross-functional initiatives.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, motivate, and develop frontline employees to meet operational and customer service objectives.
  • •Provide day-to-day leadership, coaching, performance reviews, and feedback, including individual development plans.
  • •Manage daily operations to achieve service levels, productivity, attendance, and quality expectations; coordinate staffing and compliance.
  • •Monitor and analyze KPIs (productivity, quality, and customer satisfaction), generate performance reports, and implement action plans.
  • •Support escalations and complex issues, guide team members on customer interactions, and participate in continuous improvement initiatives.

Key Requirements

  • •High School Diploma or equivalent; Associate’s or Bachelor’s degree preferred.
  • •1-3 years’ experience in a Team Lead, Supervisor, Senior Support, or similar leadership role.
  • •Prior experience in a contact center, customer service, technical support, or operations environment.
  • •Experience managing performance, quality, productivity, and customer satisfaction metrics.
  • •Fluent Spanish required; English proficiency preferred.
Experience:1-3 yearsContact centerCustomer serviceTechnical supportOperations
Education:High School
Skills:CoachingPerformance managementAccountabilityCollaborationCustomer-centric mindset
Languages:SpanishEnglish
Tech Stack:Artificial IntelligenceAutomationCloud engineeringAdvanced analytics

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor