Job Description Lead Innovation in 3D Home Modeling: Join HOVER Inc. as a Team Lead and Shape Tomorrow's Home Improvement Solutions!
Immerse yourself in the forefront of innovation with HOVER Inc., a trailblazer in 3D home modeling and visualization.
As leaders in transforming smartphone photos into precise 3D models, HOVER empowers contractors and homeowners to streamline project planning and execution.
Headquartered in San Francisco with a strong presence across the US, HOVER offers a dynamic workplace culture that fosters creativity and growth.
Employees enjoy a 5-day work week, hybrid work options in Bogotá or Medellin, prepaid medicine, and access to Emapta Academy for continuous upskilling.
Join HOVER and be part of a success story that combines cutting-edge technology with a commitment to revolutionize the home improvement industry, providing unparalleled opportunities for career development and impact.
Job Overview: Be part of our client's team as a Team Lead overseeing Customer Support Representatives.
Lead and mentor the team to ensure exceptional customer service, monitor performance metrics, and collaborate with HR and Account Managers to optimize operations.
Join us in driving excellence in 3D home modeling and customer satisfaction.
Employment Type: Indefinite Term Type Contract Shift: Monday to Friday, 8:00 am to 5:00 pm EST Work Setup: Hybrid, Bogotá/Medellin Responsibilities: Lead and mentor a team of Customer Support Representatives to ensure high performance and customer satisfaction.
Provide direct customer support via phone and chat, demonstrating deep product knowledge and resolving inquiries effectively.
Monitor individual CSR performance against KPIs such as case work efficiency, attendance, and schedule compliance.
Collaborate with HR and Account Managers to address team attendance issues, scheduling gaps, and individual workflow challenges.
Conduct regular quality assurance checks to maintain service standards and provide constructive feedback to improve performance.
Identify operational inefficiencies and work with stakeholders to implement effective solutions.
Ensure team adherence to KPIs related to Customer Satisfaction (CSAT), case volume management, and response times.
Deliver high-quality coaching and development opportunities to CSRs to enhance their skills and service delivery.
Requirements Qualifications Needed: Requirements: Proven experience in customer service with leadership responsibilities, demonstrating strong interpersonal skills and empathy.
Excellent communication abilities in English and Spanish, proficiently engaging with both customers and team members.
Effective organizational skills with the ability to prioritize tasks and manage competing priorities.
Analytical mindset to interpret data, identify trends, and implement solutions for operational improvements.
Proficiency in CRM systems and Microsoft Office Suite (Word, Excel, Outlook).
Education: Bachelor's degree in Business Administration or a related field preferred.
Tech Stack: CRM | Microsoft Office Suite Benefits Benefits: Hybrid Setting Prepaid Medicine Connectivity Allowance 5 Days Work Week Prepaid Medicine Work Items (Laptop, Mouse, and Headset) Indefinite Term Type Contract 5 Extra Days of Vacation Leave (20 in Total) That Could Be Monetized Direct Exposure to Our Clients Career Growth Opportunities Diverse and Supportive Work Environment Prime Office Locations - Bogotá and Medellin Upskilling: Emapta Academy Welcome to Emapta Latam!
Join Emapta Latam and contribute to our legacy of transforming global outsourcing.
Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration.
Our commitment to excellence is reflected in our state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth.
With over 720 clients worldwide and a team of nearly 7,400 talented professionals, Emapta continues to set new standards in the industry.
Apply now to be part of our success story in Colombia, where your skills are valued, and your career ambitions are supported.
#EmaptaExperience Requirements Qualifications Needed: Requirements: Proven experience in customer service with leadership responsibilities, demonstrating strong interpersonal skills and empathy.
Excellent communication abilities in English and Spanish, proficiently engaging with both customers and team members.
Effective organizational skills with the ability to prioritize tasks and manage competing priorities.
Analytical mindset to interpret data, identify trends, and implement solutions for operational improvements.
Proficiency in CRM systems and Microsoft Office Suite (Word, Excel, Outlook).
Education: Bachelor's degree in Business Administration or a related field preferred.
Tech Stack: CRM | Microsoft Office Suite
