Customer Support Group Lead

inDrive
Mexico City
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Coaching","Data-driven decision-making","Conflict resolution","De-escalation","Root-cause analysis"]

Own day-to-day leadership for a customer support team (up to 20 agents), ensuring shift discipline, escalations handling, and real-time KPI performance across SLA, CSAT, AHT, QA, and efficiency. Lead daily stand-ups and corrective actions, run deep-dive analyses to identify recurring defects and root causes, and pilot improvements to improve flows, scripts, and self-help. Enforce SOPs, privacy, and compliance while supporting hiring and onboarding.

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FursaFursa
inDrive
inDrive
1 week ago

Customer Support Group Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own day-to-day leadership for a customer support team (up to 20 agents), ensuring shift discipline, escalations handling, and real-time KPI performance across SLA, CSAT, AHT, QA, and efficiency. Lead daily stand-ups and corrective actions, run deep-dive analyses to identify recurring defects and root causes, and pilot improvements to improve flows, scripts, and self-help. Enforce SOPs, privacy, and compliance while supporting hiring and onboarding.
Location: Mexico City
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage day-to-day performance for a team (up to 20 agents), including attendance, adherence, break control, handovers, and shift change discipline.
  • •Run daily stand-ups and monitor KPIs in real time (SLA, CSAT, AHT, QA, adherence, efficiency), triggering corrective actions as needed.
  • •Conduct deep-dive analysis of repeated contacts and escalations, implement fixes, and propose improvements to flows, scripts, and self-help sections.
  • •Pilot improvement initiatives (A/B where possible), measure impact, and scale successful changes.
  • •Ensure SOP, playbook compliance, incident communications, and enforce policy/data privacy/compliance standards while supporting hiring and onboarding.

Key Requirements

  • •3–4 years of customer support/contact center or operations experience, including 1–2 years in a coordinator or supervisor lead capacity.
  • •Experience managing ~20 agents per shift with direct KPI accountability (SLA, CSAT, AHT, QA, efficiency).
  • •Hands-on coaching and performance leadership, including running stand-ups, real-time monitoring, and handling escalations.
  • •Familiarity with QA frameworks, WFM fundamentals (coverage, shrinkage, interval staffing), and root-cause analysis.
  • •Bachelor’s degree in Management, Communications, Operations or related field preferred; COPC and Lean Six Sigma (Yellow/Green Belt) are a plus.
Experience:BPORide-hailingDeliveryE-commerceMarketplaceFintechLogistics
Education:Bachelor's in Management, Communications, Operations or related field
Skills:CoachingData-driven decision-makingConflict resolutionDe-escalationRoot-cause analysis
Certifications:COPCLean Six Sigma (Yellow Belt)Lean Six Sigma (Green Belt)
Languages:English
Tech Stack:TicketingCRMQAWFMGoogle SheetsExcelSQLBI dashboardsA/B testing

Company Brief

inDrive
A ride-hailing and mobility platform that lets passengers and drivers negotiate fares directly in real time. It also offers intercity travel, courier, and delivery services in multiple countries.
Industry: Mobility Platforms
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Mountain View, United States
Founded: 2013
WebsiteLinkedIn