Job Description
Customer Support Group Lead
Department: Customer Service and Experience
Employment Type: Full Time
Location: Mexico
Description
We’re expanding our Customer Support team in one of the most significant markets for inDrive. This new team member will be responsible for monitoring service metrics and implementing strategies to achieve departmental KPIs and goals. Conduct regular performance evaluations and provide feedback, onboard new hirings and support on recruitment processes. If you are ready to be part of a new team and go to the next step we are waiting for you.
Key Responsibilities
- Own day-to-day management of a team (up to 20 agents): attendance, adherence, break control, handovers, and shift change discipline.
- Run daily stand‑ups with yesterday’s KPIs, today’s priorities, blockers, and assignment.
- Monitor SLA, CSAT, AHT, QA, adherence, efficiency (chats/hour) in r...
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