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Urgent! Team Lead Customer Experience (Jornada Nocturna) Job Opening In Las Condes – Now Hiring Global66

Team Lead Customer Experience (Jornada Nocturna)



Job description

Sé el/la próxim@ Team Lead Customer Experience (Jornada Nocturna) de Global66, acompáñanos a mejorar la calidad de vida de las personas y empresas a través de productos y servicios financieros tecnológicos.
Somos una Tribu compuesta por más de 200 personas de diferentes nacionalidades, situadas en varios países (Chile, Argentina, Perú y Colombia) Nos conectamos a través de un servicio que no cree en las fronteras, tenemos conciencia de grupo, nos apasiona lo que hacemos y celebramos cada logro como si ganara nuestro equipo favorito 💪.

Nos hemos propuesto formar la Plataforma Global de Servicios Financieros más grande de Latinoamérica y nada mejor que hacerlo con un gran equipo de trabajo, lleno de grandes talentos que se desafían todos los días para crear las mejores ideas, romper los límites de lo imposible y tomar riesgos que los lleven a lograr los resultados.

Tu próximos desafíos 🚀

El/la Team Lead Customer Experience (Jornada Nocturna) de Global66 supervisa y lidera una célula de especialistas encargados de la gestión operacional nocturna del soporte a clientes, gestión de emergencias y retención de clientes de alto valor, buscando maximizar la productividad, velocidad y calidad de la experiencia del cliente para garantizar un servicio 24/7.

Por consiguiente, debe también canalizar las oportunidades de mejora continua y propuestas de automatización para mejorar la atención, analizando e interpretando la data del CRM, NPS, CSAT u otros.


  • Garantizar la atención prioritaria a clientes High y Ultra High, velando por la resolución rápida y efectiva de sus solicitudes, emergencias y casos críticos.

  • Monitorear y gestionar incidentes de fraude o intentos de uso indebido de la plataforma, asegurando una respuesta ágil y coordinada con el área de Cumplimiento y Fraudes.

  • Supervisar la operación nocturna 24/7, asegurando continuidad de servicio, tiempos de respuesta óptimos y calidad en todos los canales.

  • Liderar, formar y motivar al equipo nocturno, potenciando su habilidades en soporte de alto nivel, emergencias y retención.

  • Actuar como punto de escalamiento para casos críticos o de riesgo, brindando soporte directo y tomando decisiones rápidas bajo presión.

  • Coordinar con áreas transversales (Fraude, Compliance, Producto, Soporte General) para garantizar procesos alineados a la estrategia de la compañía.

  • Impulsar iniciativas de mejora continua, detectando oportunidades en flujos, procedimientos y herramientas de soporte nocturno.

  • Asegurar el correcto uso del CRM Salesforce, gestionando reportes, control de tickets y calidad de datos para la toma de decisiones.

  • Velar por la retención de clientes estratégicos, mitigando riesgos de churn a través de una gestión personalizada y resolutiva.

  • Fomentar un ambiente de trabajo colaborativo y resiliente, en un contexto de cambios constantes y situaciones de alta presión.

¿Qué buscamos?


  • Educación: Licenciatura en Administración, Marketing, Ingeniería Comercial o áreas relacionadas.

  • Experiencia: 3-5 años en roles de servicio al cliente, fraudes, cumplimiento, gestión de equipos, análisis de datos, preferentemente en fintech o startups.

  • Manejo de Data: Experiencia en el manejo y análisis de data operativa para optimizar procesos, control de calidad y tomar decisiones estratégicas con accionables concretos.

  • Gestión Operativa: Habilidad para liderar y optimizar procesos relacionados con emergencias, y conocimientos para automatizar estos procedimientos.

  • Herramientas Técnicas: Conocimiento en el uso de CRM, sistemas de gestión operativa y herramientas de análisis como Excel y Tableau.

Beneficios

Somos un equipo de alto rendimiento, eso significa que estar aquí es ser de los mejores.

Estamos orgullosos de representar a Global66 y de ser parte de esta tribu.

¡Valoramos la diversidad y sólo tenemos espacio para los que tienen hambre de crecimiento!

Algunos beneficios más:


  • Te ofrecemos 300 USD para educación continua

  • Cupón de descuento mensual en transferencias por nuestra app

  • Dress Code libre

  • Día libre de Cumpleaños

  • Global66 te regala el computador a los 2 años

Y por si fuera poco… tendrás acceso a una App de beneficios de última generación,


  • Fitness Virtual

  • Telemedicina

  • Nutricionista

  • Soporte Psicológico

  • App de Meditación


Required Skill Profession

Supervisors Of Office And Administrative Support Workers



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