Customer Service Team Lead - Bilingual; English​/Spanish

Position: Customer Service Team Lead - Bilingual (English / Spanish)
# Customer Service Team Lead - Bilingual (English / Spanish)
Endurance Care Limited, Remote-Work From Home Apply on Endurance Care Limited's site  Check my CV against this job Posted:
Today

Contract:

permanent

Listed on:
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* Endurance Care Limited holds an A-rated Skilled Worker licence.  Register of licensed sponsors, GOV.UKRead from the advert, the Home Office register and the Immigration Rules. Whether you can be sponsored also depends on your own circumstances, such as your age and visa history. This is information, not advice.## About the jobJob Summary The Customer Service Team Lead - Bilingual (English / Spanish) supports the Customer Service Department by providing front-line leadership, coaching, and performance oversight for customer service representatives.

Reporting to the Customer Service Manager, the Team Lead ensures agents deliver consistent service quality, retention, and compliance with established departmental standards and practices.

The Team Lead role is to assist in carrying out department standards at the representative level, serving as the first line of leadership for agents and a direct support resource for escalations, call coaching, and performance tracking. There may be times when the Senior Team Lead is designated to perform Customer Service Manager duties in a backup capacity.

Key Responsibilities
- Provide ongoing coaching through live call monitoring, QA feedback sessions, and escalation support.

- Use established tools to track representative progress and identify performance gaps.

- Report any errors, inconsistencies, or training needs to Senior Team Leads or the Manager for correction and action.

- Monitor agent performance against established KPIs, QA expectations, and retention goals.

- Assist representatives in handling escalated situations and act as the first level of leadership contact for customer issues.

- Hold agents accountable for adherence to company policies, attendance requirements, and performance expectations.

- Review QA audits with representatives, ensuring understanding of improvement areas.

- Conduct team huddles or meetings to communicate updates, reinforce best practices, and address questions.

- Distribute daily team performance statistics and escalate significant trends or issues to senior leadership.

- Support Senior Team Leads and the Manager in the execution of departmental strategies and initiatives.

- Ensure consistent communication between agents and leadership, escalating concerns appropriately.

- Reinforce departmental standards while maintaining alignment with decisions made at higher leadership levels.

- Support the Customer Service Manager in the recruitment process by conducting and/or assisting with candidate interviews in Spanish to evaluate language proficiency, communication skills, and role suitability.

- Help prepare interview materials, questions, and evaluation criteria tailored for Spanish-speaking candidates.

- Provide feedback and recommendations to the Customer Service Manager based on interview outcomes.

- Perform other duties as assigned by management as business needs arise. Qualifications
- Professional fluency in both English and Spanish (verbal and written) required.

- Bachelor’s Degree in Communication or Business Management (or equivalent experience)- 3 plus years of customer service or retention experience with a proven track record of customer satisfaction.

- 3 plus years of experience in teaching or mentoring new hires.

- 3 plus years of growth and development with strategic evaluation/KPI planning.

- Proficient with Microsoft PowerPoint, Word, and Excel
- Ability to motivate, teach and inspire staff.

- Ability to remain professional and confidential. Compensation: $ per hour  The candidate(s) offered this position will be required to pass a pre-employment background check. Endurance is an E-Verify employer.

PHYSICAL REQUIREMENTS:

- Sitting or standing for extended periods; repetitive motions; use hands to handle equipment or controls; reach with hands and arms; typing on keyboard; viewing computer screen extended periods; speak clearly and hearing
- Regular use of typical office equipment, computer software, programs, and methods of communication such as a computer, e-mail, phone system, and messaging.

- In a remote work environment,…