Colombia Customer Support Team Lead

About the role

Sezzle is looking for a leader to manage our customer support operations in Colombia. You will guide a team of agents, refine support processes, and ensure our users receive high-quality assistance while representing the team to global leadership.

Key facts

What you'll do

• Manage and mentor customer support specialists to maintain high service standards.
• Participate in the hiring and interview process for new support staff.
• Supervise the resolution of incoming customer inquiries across all communication channels.
• Promote a team environment focused on empathy and high-quality service.
• Partner with internal departments to share feedback and improve Sezzle products.
• Serve as the primary point of contact between the local Colombian team and global management regarding performance and strategy.

Requirements

• Prior experience in a customer support leadership role within a fast-paced environment.
• Professional fluency in both English and Spanish.
• Ability to manage competing priorities and meet team goals.
• Strong analytical skills for resolving complex customer issues.
• Bachelor degree or equivalent professional experience.
• Demonstrated proficiency using Claude or similar large language models to improve productivity and communication.

Nice to have

• Experience working with Zendesk, LiveAgent, or Jira.

Skills & tools

• Team leadership
• Customer support operations
• Large language models (Claude)
• English and Spanish fluency

Practical notes

• We value candidates who maintain high standards, act with speed, and possess the backbone to challenge decisions when necessary.
• We look for individuals who earn trust through candid communication and focus on delivering measurable results.