📍 Job Overview

Job Title: Colombia Customer Support Team Lead
Company: Sezzle
Location: Bogotá, Bogotá, Colombia
Job Type: On-site
Category: Customer Support & Success
Date Posted: 2025-06-13
Experience Level: Mid-Senior level
Remote Status: On-site

🚀 Role Summary

Lead and mentor a team of customer support specialists to deliver exceptional service and resolve customer inquiries efficiently.
Oversee the resolution of customer issues through various channels, ensuring high customer satisfaction and retention.
Collaborate with cross-functional teams to gather insights, drive product improvements, and enhance customer experiences.
Act as a liaison between the Colombia customer support team and global leadership, contributing to strategic decision-making.
Foster a culture of empathy, excellence, and continuous learning within the team.

📝 Enhancement Note: This role requires a strong customer-focused leader with excellent communication skills and a proven track record in managing high-performing customer support teams in a fast-paced environment.

💻 Primary Responsibilities

Team Leadership & Management:
- Lead, coach, and mentor a team of customer support specialists to ensure exceptional service delivery.
- Oversee the recruitment and onboarding of new team members.
- Set clear performance expectations, provide regular feedback, and drive team development.
Customer Support & Issue Resolution:
- Oversee the resolution of customer inquiries through various channels (email, phone, chat, etc.).
- Craft comprehensive instructions and troubleshooting guides to assist customers and improve self-service capabilities.
- Collaborate with other teams to gather insights, resolve complex issues, and drive continuous improvement.
Cross-Functional Collaboration:
- Work closely with product, engineering, and marketing teams to gather feedback, identify trends, and drive product improvements.
- Contribute to strategic decision-making by providing insights into customer needs, preferences, and pain points.
Performance Monitoring & Reporting:
- Monitor team performance metrics, such as customer satisfaction (CSAT), average response time, and first contact resolution (FCR) rate.
- Prepare regular reports on team performance and customer feedback for leadership and stakeholders.

📝 Enhancement Note: This role requires a strong focus on data-driven decision-making, continuous improvement, and a customer-centric mindset to ensure high-quality support and customer satisfaction.

🎓 Skills & Qualifications

Education:

Bachelor's degree in Business, Communications, or a related field, or equivalent experience.

Experience:

Proven experience (2-5 years) in a customer support leadership role, preferably in a fast-paced, e-commerce, or fintech environment.
Demonstrated success in managing and developing high-performing customer support teams.
Experience with customer support software such as Zendesk, LiveAgent, or Jira is a plus.

Required Skills:

Excellent communication and interpersonal skills in both English and Spanish (written and spoken).
Strong problem-solving skills and a passion for delivering exceptional customer experiences.
Proven ability to manage multiple tasks effectively, prioritize team objectives, and work well under pressure.
Strong leadership, coaching, and mentoring skills.
Data-driven mindset with a focus on continuous improvement and process optimization.

Preferred Skills:

Familiarity with customer support metrics and KPIs.
Experience with customer support software and tools.
Knowledge of the fintech industry and e-commerce landscape.
Bilingual or multilingual skills.

📝 Enhancement Note: This role requires a well-rounded customer support leader with a strong focus on team development, customer satisfaction, and data-driven decision-making. Candidates with experience in a fast-paced, e-commerce, or fintech environment are strongly encouraged to apply.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range:

The salary range for this role is not specified. However, based on market research and industry standards for a mid-senior level customer support team lead in Bogotá, Colombia, the estimated salary range is COP 4,000,000 - COP 6,000,000 per month (USD 1,100 - USD 1,650).

Benefits:

Competitive salary and benefits package.
Opportunities for professional growth and development within the company.
A dynamic, innovative, and collaborative work environment.
The chance to make a real impact on the company's success and growth.

Working Hours:

Full-time position with standard business hours (Monday-Friday, 8:00 AM - 5:00 PM).
Occasional flexibility may be required to accommodate customer needs and support team schedules.

📝 Enhancement Note: The salary range is an estimate based on market research and industry standards for the specified role and location. The actual salary range may vary depending on the candidate's experience, skills, and the company's compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry:

Sezzle is a leading fintech company focused on revolutionizing the shopping experience by offering interest-free installment plans, making shopping smarter and more accessible for consumers while driving real impact on merchant sales.

Company Size:

Sezzle has a team of over 200 employees across multiple locations, including the United States, Canada, and Colombia.

Founded:

Sezzle was founded in 2016 with a mission to financially empower the next generation by transforming the shopping experience beyond payments.

Team Structure:

The customer support team is part of the broader customer success organization, working closely with product, engineering, and marketing teams to ensure exceptional customer experiences and drive business growth.

Development Methodology:

Sezzle follows an agile development methodology, with a focus on continuous improvement, collaboration, and customer-centric design.

Company Website: sezzle.com

📝 Enhancement Note: Sezzle's customer support team plays a critical role in driving customer satisfaction, retention, and overall business success. This role offers an excellent opportunity for a customer-focused leader to make a significant impact on the company's growth and expansion.

📈 Career & Growth Analysis

Customer Support Team Lead Career Level:

This role is a mid-senior level position, requiring a proven track record in customer support leadership, team management, and customer experience optimization.

Reporting Structure:

The customer support team lead reports directly to the customer success manager or director, collaborating closely with other team leads and stakeholders to ensure exceptional customer experiences and drive business growth.

Technical Impact:

The customer support team lead has a significant impact on customer satisfaction, retention, and overall business success by ensuring high-quality support, driving continuous improvement, and providing valuable customer insights to inform product and business decisions.

Growth Opportunities:

Career Progression: As Sezzle continues to grow, there may be opportunities for the customer support team lead to advance to a customer success management or leadership role, overseeing multiple teams and driving strategic initiatives.
Skill Development: The role offers opportunities to develop leadership, coaching, and mentoring skills, as well as a deeper understanding of the fintech industry and e-commerce landscape.
Technical Leadership: As the customer support team lead gains experience and expertise, they may have the opportunity to take on more technical responsibilities, such as process optimization, tool implementation, or system integration.

📝 Enhancement Note: Sezzle's customer support team lead role offers a unique opportunity for a customer-focused leader to make a significant impact on the company's growth and expansion while developing their leadership, coaching, and mentoring skills.

🌐 Work Environment

Office Type:

Sezzle's Bogotá office is a dynamic, collaborative workspace designed to foster innovation, creativity, and teamwork.

Office Location(s):

Sezzle's Bogotá office is located in the heart of the city, offering easy access to public transportation and nearby amenities.

Workspace Context:

The customer support team works in an open, collaborative environment, with multiple monitors, testing devices, and development tools available to ensure high-quality support and customer satisfaction.
The team interacts regularly with cross-functional teams, such as product, engineering, and marketing, to gather insights, resolve issues, and drive continuous improvement.

Work Schedule:

The customer support team operates during standard business hours, with occasional flexibility required to accommodate customer needs and support team schedules.
The team may also be required to work during peak hours or on weekends to ensure exceptional customer support and satisfaction.

📝 Enhancement Note: Sezzle's customer support team lead role offers a unique opportunity to work in a dynamic, collaborative environment, driving customer satisfaction and business growth while developing leadership, coaching, and mentoring skills.

📄 Application & Technical Interview Process

Interview Process:

Screening Call (30 minutes): A brief phone or video call to assess communication skills, cultural fit, and initial qualifications.
Behavioral Interview (60 minutes): A structured interview focused on past experiences, problem-solving skills, and leadership capabilities.
Case Study & Role-Play (60 minutes): A hands-on exercise to evaluate the candidate's ability to handle customer inquiries, troubleshoot issues, and provide exceptional support.
Final Interview (30 minutes): A meeting with the customer success manager or director to discuss the candidate's fit for the role, team dynamics, and growth opportunities.

Portfolio Review Tips (N/A for this role):

Not applicable for this role.

Technical Challenge Preparation (N/A for this role):

Not applicable for this role.

ATS Keywords:

Customer Support, Team Lead, Leadership, Communication, Problem Solving, Team Management, Empathy, Collaboration, Recruitment, Bilingual, Zendesk, LiveAgent, Jira, Customer Success, Customer Experience, Customer Satisfaction, Customer Retention, Fintech, E-commerce, Agile, Continuous Improvement, Data-Driven Decision Making.

📝 Enhancement Note: Sezzle's customer support team lead interview process is designed to assess the candidate's communication skills, problem-solving abilities, leadership capabilities, and cultural fit. The process is structured to ensure a fair and comprehensive evaluation of the candidate's qualifications and potential for success in the role.

📌 Application Steps

To apply for this customer support team lead position at Sezzle:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your relevant experience, skills, and accomplishments in customer support leadership, team management, and customer experience optimization.
Prepare for the interview process by reflecting on your past experiences, problem-solving skills, and leadership capabilities.
Research Sezzle's company culture, mission, and values to ensure a strong cultural fit and alignment with your personal goals and career aspirations.
Practice common customer support and leadership interview questions to build confidence and demonstrate your expertise in the field.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Colombia Customer Support Team Lead