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Bilingual Customer Service Leader
Localiza&CoLeading international bilingual customer service operations, ensuring quality and management of key indicators at Localiza&Co. Promoting continuous improvement and team development in mobility solutions.
About the role
Key responsibilities & impact- Lead the international customer service operation, ensuring quality, organization, and management of the area’s KPIs;
- Monitor team performance using metrics such as SLA, AHT, productivity, quality, and customer experience;
- Direct the team to ensure proper prioritization of requests and adherence to established workflows;
- Support the team in resolving critical cases, escalations, and service handling;
- Promote continuous team development through feedback, coaching, and guidance;
- Identify opportunities to improve processes, seeking efficiency, standardization, and continuous operational evolution;
- Ensure compliance with company policies, workflows, and service standards;
- Collaborate with internal areas to align and follow up on requests;
- Implement action plans and support initiatives aimed at continuous improvement;
- Contribute to the enhancement of the customer experience and the organization of area processes.
Requirements
What you’ll need- Proven fluency in Spanish and English (spoken and written);
- Bachelor’s degree completed or in progress;
- Previous experience leading customer service operations;
- Experience managing operational KPIs and action plans;
- Strong organizational, prioritization, and decision-making skills;
- Good communication, analytical mindset, and problem-solving focus;
- Ability to develop and coach team members;
- Knowledge of continuous improvement and process organization.
Benefits
Comp & perks- Profit Sharing
- Food Allowance
- Meal Allowance
- Health Insurance
- Dental Insurance
- Gympass
- Private Pension Plan
- Transportation Voucher
- Allya
- Unlimited access to courses from our Localiza University
- Internal training and development programs
- Discounts on vehicle purchase and rental
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service operationsoperational KPIsaction plansprocess organizationcontinuous improvement
Soft Skills
organizational skillsprioritization skillsdecision-making skillscommunication skillsanalytical mindsetproblem-solving skillscoaching skills
Certifications
Bachelor’s degree