Team Lead, Customer Care (LATAM)

As the Team Lead for Customer Care at Sauce, your primary responsibilities include managing escalations, overseeing team performance and development, leading team meetings, and ensuring high-quality support across various channels such as calls, chats, and emails. You'll analyze department KPIs, implement improvement strategies, and mentor your team members for professional growth.

To qualify for the Team Lead, Customer Care position at Sauce, you should possess 3+ years of customer support experience, preferably in a SaaS environment, along with at least 1 year of team management experience. Strong communication skills, a customer-centric mindset, and proficiency in both English and Spanish are desirable. Familiarity with tools like HubSpot is an advantage.

Working as a Team Lead in Customer Care at Sauce offers a flexible and hybrid work environment. You will have the chance to collaborate with your team in person 2-3 days a week at our centrally located office, promoting both team cohesion and individual productivity. Sauce values a positive culture that fosters diversity and inclusion, welcoming all qualified candidates.

Sauce is committed to supporting the professional development of its Team Lead, Customer Care by providing consistent coaching, mentorship, and personalized development plans for every team member. You will have access to various learning opportunities to advance your skills and career, ensuring that you can lead your team effectively.

The Team Lead, Customer Care role at Sauce comes with a strong and competitive compensation package, which includes company-sponsored health, dental, vision, and mental health insurance, paid parental leave, and a flexible work environment. Additionally, your hard work will be recognized with a responsible paid time-off policy.

In such situations, I would first hold a one-on-one meeting with the team member to understand the root cause of their struggles. I would listen actively and empathetically, then provide constructive feedback and support. By developing a personalized improvement plan and setting achievable goals, I can help them regain confidence and improve their performance.

To improve team KPIs, I would start by analyzing current metrics to identify areas needing enhancement. I would foster a collaborative environment by conducting regular team meetings to share goals and initiatives. By implementing targeted training and feedback sessions, we can continuously motivate team members to reach their KPIs effectively.

In my previous roles, I encountered various conflicts ranging from customer complaints to internal team disagreements. I approached each situation with a calm demeanor and an open mind. By understanding the perspectives of all parties involved, I was able to facilitate constructive discussions and forge solutions that prioritized customer satisfaction and team harmony.

Effective prioritization is crucial in leading a team. I normally assess task urgency and impact and delegate appropriately based on team strengths. Utilizing tools like task management software helps me track progress and deadlines, ensuring that I remain organized while enabling team members to focus on their responsibilities without feeling overwhelmed.

To foster a positive team culture, I believe in open communication, recognition, and empowerment. I encourage team members to share ideas and feedback, celebrate their achievements regularly, and support their professional development. Creating an inclusive environment where everyone feels valued is key to maintaining a high-performing team.

At my last job, we needed to adapt quickly to a new customer relationship management system. I ensured that my team had hands-on training, open forums to voice concerns, and regular check-ins. By facilitating a gradual transition and actively soliciting feedback, we achieved a smooth implementation without major disruptions.

To ensure high-quality support, I focus on comprehensive training and provide team members with the resources they need to excel. Regularly monitoring performance and gathering customer feedback helps us identify gaps and continuously improve our processes. I also promote a customer-first attitude that empowers team members to take ownership of their roles.

Critical metrics include customer satisfaction scores (CSAT), net promoter scores (NPS), first response time, and resolution time. Tracking these metrics allows us to gauge how effectively we’re meeting customer needs and helps us identify opportunities for improvement in service delivery.

To plan and conduct effective team meetings, I ensure that each meeting has a clear agenda that's shared in advance. I encourage participation by fostering a collaborative atmosphere and ensuring everyone has a chance to speak. Following up on action items ensures accountability and reinforces the objectives we set.

The most important quality is empathy; understanding both customer and team member perspectives is crucial for fostering a supportive environment. Empathy allows a Team Lead to connect with their team, motivate them, and provide superior customer service by anticipating and meeting customer needs effectively.