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Job Post Details
Ubicación
Descripción completa del empleo
Job Title: Senior Customer Service Lead
Location: Remote from Latin America
Employment Type: Full-Time
Salary: $1,600–$1,900/month USD
Schedule: Monday to Friday, 9 AM – 6 PM EST, with flexibility for occasional weekend coverage.
Payment Method: Bank Transfer, Wise, Payoneer, or Remitly
Latino Legends is proud to partner with our client in the search for a Senior Customer Service Lead. Our client manages a growing portfolio of commercial properties and is in the process of building out their customer service function to better serve their tenants. They're seeking a highly capable and motivated Senior Customer Service Lead to help set up and scale a small call center operation while also directly supporting tenants.
Role Overview
This is a dynamic, hands-on leadership role. The ideal candidate will help design and implement the customer service infrastructure while also handling calls and supervising future team members. From assisting tenants with leasing and move-outs to selecting the right tools and building a high-performing support team, this role is perfect for someone who enjoys both strategic planning and direct customer interaction.
Key Responsibilities
Customer Service Operations Setup
Assess and implement appropriate call center tools and systems (e.g., VoIP, CRM, ticketing software).
Design efficient workflows for inbound/outbound calls, tracking, and follow-ups.
Senior Customer Service Agent Duties
Respond to tenant inquiries via phone and email regarding leasing, move-ins/outs, billing, and general support.
Deliver exceptional service by resolving issues professionally and efficiently.
Maintain detailed records of all tenant interactions.
Supervisory and Team Leadership
Handle escalated or complex customer concerns with professionalism.
Assist in hiring, training, and onboarding new customer service agents.
Monitor agent performance, track KPIs, and ensure follow-through on open matters.
Provide ongoing coaching and support to ensure consistent service quality.
Qualifications
3–5 years of customer service experience, including 1–2 years in a supervisory or team lead capacity.
Experience setting up or managing tools for a small-scale call center (e.g., Zendesk, Freshdesk, Aircall, Talkdesk).
Comfortable handling sensitive tenant calls directly.
Strong problem-solving and multitasking abilities with excellent organizational skills.
Proficient in English with a neutral accent; Spanish fluency preferred.
Highly motivated, independent worker with a strong work ethic and adaptability.
Nice to Have
Experience in commercial properties management.
Familiarity with tenant management systems or CRMs.