US BOC Team Lead Service Support II

US BOC Team Lead Service Support II

Job Title: US BOC Team Lead Service Support II

Job Type: Full-time (Hybrid)

Location: Guadalajara, Jal.

Salary: $38,000.00 – $48,000.00 MXN Gross / Month

About the Role:

In CARESTREAM we are seeking an experienced US BOC Team Lead Service Support II to oversee service support operations within our Business Operations Center. You will guide a team of service support specialists, manage operational metrics, and drive continuous improvement.

Key Responsibilities:

• Lead day-to-day operations of the Service Support team to ensure service-level agreement (SLA) compliance.

• Coach, mentor, and evaluate team performance, driving team growth and operational excellence.

• Serve as the senior point of escalation for complex US service support and ticketing issues.

• Collaborate with US regional management to align service strategy and process standards.

Requirements:

• Advanced / Fluent English proficiency (written and spoken).

• Bachelor's degree (undergraduate) or high school diploma.

• Up to 5 years of experience in call center customer service/global environment & up to 2 years' experience as Team Leader.

• Deep understanding of service support frameworks, ticketing platforms, and CRM workflow management.

• Strong leadership, conflict resolution, and stakeholder management skills.

• Worked on C4C and Genesys (Preferred).

• Quality methodologies, ideally 6 Sigma Black/Green Belt certified preferred.

Benefits & Compensation:

• Base Salary: $38,000.00 – $48,000.00 MXN gross/month

• Annual Variable Performance Bonus

• Food Vouchers

• Savings Fund

• Major Medical & Life Insurance & Dental Plan.

• Above the law Christmas Bonus.

• Vacations as stated by law + above the law vacation Premium.

• Pension Plan.

• Hybrid Work Model & Paid Leave Programs.