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:

Sezzle is a cutting-edge fintech company whose long-standing mission is to financially empower the next generation. Only one in three millennials own a credit card, and the vast majority of millennials possess a subprime credit score or no score at all. To address these problems, Sezzle has built a payment platform that increases purchasing power for consumers by offering interest-free installment plans at online stores. This increase in purchasing power for consumers leads to increased sales and basket sizes for the numerous eCommerce merchants that currently work with Sezzle. As the first and only B-Corp in the payments space, Sezzle’s goal is to help everyone pursue financial freedom, and to invest in social good and ethical initiatives that shape a better world. At Sezzle, we’re committed to putting purpose alongside profitability. We work hard to maintain rigorous standards of social and environmental performance, accountability, and transparency to build a better world. The employees at Sezzle lean into significant societal and cultural shifts, ensuring internal and external focus on positive impacts that benefit our community.

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.
• Familiarity with Zendesk, LiveAgent, or Jira is a plus.

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 are skilled musicians, yogis, cyclists, chefs, boxers, dog-lovers, and rock-climbers. We believe in surrounding ourselves with not only the best and the brightest individuals, but those that are unique and purpose-driven in all that they do. Sezzle recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting our mission. 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.

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