Colombia Customer Support Team Lead

About the Role:

Are you skilled in nurturing customer success and adept at problem resolution? If so, we have an exciting opportunity for a Customer Support Team Lead at Sezzle. In this role, you'll assist in leading a team dedicated to delivering exceptional support experiences. Your responsibilities will include overseeing troubleshooting efforts, crafting comprehensive instructions, and ensuring effective communication with customers. We're seeking someone with outstanding written and verbal communication skills, a dependable nature, and a knack for going the extra mile to ensure customer satisfaction.

The Company:

With a mission to financially empower the next generation, Sezzle is revolutionizing the shopping experience beyond payments, blending cutting-edge tech with seamless, interest-free installment plans that make shopping smarter and more accessible. We’re not just transforming payments; we’re redefining how people discover, interact with, and purchase the things they love while driving real impact on merchant sales through increased conversions and higher order values. As we continue to shape the future of fintech and retail, we’re building an innovative, dynamic team passionate about creating more than just a transaction but a truly unique shopping journey. If you’re excited about pushing boundaries in tech and delivering a game-changing experience for consumers and merchants alike, come join us at Sezzle and help create the future of shopping!

Responsibilities:

• Lead a team of customer support specialists, providing guidance and support to ensure exceptional service delivery.
• Assist in building and developing the customer support team by participating in recruitment efforts and conducting interviews for customer service agents.
• Oversee the resolution of customer inquiries through various channels.
• Foster a culture of empathy and excellence within the team, encouraging them to go above and beyond to ensure customer success.
• Collaborate with other teams to gather insights and feedback, driving continuous improvement in Sezzle's products and services.
• Act as a liaison between the Colombia customer support team and global leadership, communicating team performance and contributing to strategic decision-making.

Ideal Experience & Skills:

• Previous experience in a customer support leadership role in a fast-paced environment.
• Excellent communication and interpersonal skills, with fluency in written and spoken English and Spanish.
• Proven ability to manage multiple tasks effectively and prioritize team objectives.
• Strong problem-solving skills and a passion for delivering exceptional customer experiences.
• Bachelor's degree or equivalent experience in a related field.
• Demonstrated experience working with Claude or equivalent large language model tools is required; candidates must be comfortable leveraging AI to enhance productivity, research, and communication.
• Familiarity with Zendesk, LiveAgent, or Jira is a plus.

About You:

• You have relentlessly high standards - many people may think your standards are unreasonably high. You are continually raising the bar and driving those around you to deliver great results. You make sure that defects do not get sent down the line and that problems are fixed so they stay fixed.
• You’re not bound by convention - your success—and much of the fun—lies in developing new ways to do things
• You need action - speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk-taking.
• You earn trust - you listen attentively, speak candidly, and treat others respectfully.
• You have backbone; disagree, then commit - you can respectfully challenge decisions when you disagree, even when doing so is uncomfortable or exhausting. You have conviction and are tenacious. You do not compromise for the sake of social cohesion. Once a decision is determined, you commit wholly.
• You deliver results - you focus on the key inputs and deliver them with the right quality and in a timely fashion. Despite setbacks, you rise to the occasion and never settle.

What Makes Working at Sezzle Awesome:

At Sezzle, we are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers, and determined innovators. We believe in surrounding ourselves with only the best and the brightest individuals. Our culture is not defined by a certain set of perks designed to give the illusion of the traditional startup culture, but rather, it is the visible example living in every employee that we hire. 

#Li-remote #Full-time