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Job Description
Lead Innovation in 3D Home Modeling: Join HOVER Inc. as a Team Lead and Shape Tomorrows Home Improvement Solutions!
Immerse yourself in the forefront of innovation with HOVER Inc. a trailblazer in 3D home modeling and visualization. As leaders in transforming smartphone photos into precise 3D models HOVER empowers contractors and homeowners to streamline project planning and execution. Headquartered in San Francisco with a strong presence across the US HOVER offers a dynamic workplace culture that fosters creativity and growth. Employees enjoy a 5day work week hybrid work options in Bogot or Medellin prepaid medicine and access to Emapta Academy for continuous upskilling. Join HOVER and be part of a success story that combines cuttingedge technology with a commitment to revolutionize the home improvement industry providing unparalleled opportunities for career development and impact.
Job Overview:
Be part of our client s team as a Team Lead overseeing Customer Support Representatives. Lead and mentor the team to ensure exceptional customer service monitor performance metrics and collaborate with HR and Account Managers to optimize operations. Join us in driving excellence in 3D home modeling and customer satisfaction.
Shift: Monday to Friday 8:00 am to 5:00 pm EST
Work Setup: Hybrid Bogot /Medellin
Responsibilities:
- Lead and mentor a team of Customer Support Representatives to ensure high performance and customer satisfaction.
- Provide direct customer support via phone and chat demonstrating deep product knowledge and resolving inquiries effectively.
- Monitor individual CSR performance against KPIs such as case work efficiency attendance and schedule compliance.
- Collaborate with HR and Account Managers to address team attendance issues scheduling gaps and individual workflow challenges.
- Conduct regular quality assurance checks to maintain service standards and provide constructive feedback to improve performance.
- Identify operational inefficiencies and work with stakeholders to implement effective solutions.
- Ensure team adherence to KPIs related to Customer Satisfaction (CSAT) case volume management and response times.
- Deliver highquality coaching and development opportunities to CSRs to enhance their skills and service delivery.
Requirements
Qualifications Needed:
Requirements:
- Proven experience in customer service with leadership responsibilities demonstrating strong interpersonal skills and empathy.
- Excellent communication abilities in English and Spanish proficiently engaging with both customers and team members.
- Effective organizational skills with the ability to prioritize tasks and manage competing priorities.
- Analytical mindset to interpret data identify trends and implement solutions for operational improvements.
- Proficiency in CRM systems and Microsoft Office Suite (Word Excel Outlook).
Education:
- Bachelor s degree in Business Administration or a related field preferred.
Tech Stack:
- CRM Microsoft Office Suite
Benefits
Benefits:
- Hybrid Setting
- Prepaid Medicine
- Connectivity Allowance
- 5 Days Work Week
- Prepaid Medicine
- Work Items (Laptop Mouse and Headset)
- Indefinite Term Type Contract
- 5 Extra Days of Vacation Leave (20 in Total) That Could Be Monetized
- Direct Exposure to Our Clients
- Career Growth Opportunities
- Diverse and Supportive Work Environment
- Prime Office Locations Bogot and Medellin
- Upskilling: Emapta Academy
Welcome to Emapta Latam!
Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010 Emapta has pioneered personalized outsourcing solutions empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our stateoftheart facilities competitive compensation and a supportive work environment that fosters professional growth. With over 720 clients worldwide and a team of nearly 7400 talented professionals Emapta continues to set new standards in the industry. Apply now to be part of our success story in Colombia where your skills are valued and your career ambitions are supported.
#EmaptaExperience
Qualifications Needed: Requirements: Proven experience in customer service with leadership responsibilities, demonstrating strong interpersonal skills and empathy. Excellent communication abilities in English and Spanish, proficiently engaging with both customers and team members. Effective organizational skills with the ability to prioritize tasks and manage competing priorities. Analytical mindset to interpret data, identify trends, and implement solutions for operational improvements. Proficiency in CRM systems and Microsoft Office Suite (Word, Excel, Outlook). Education: Bachelor s degree in Business Administration or a related field preferred. Tech Stack: CRM | Microsoft Office Suite
Employment Type
Full Time
