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Customer Support Team Lead
Full-time
Rauda AI is building a modern Customer Support operation from the ground up. They're looking for a hands-on, proactive Customer Support Team Lead excited to help shape and scale a growing support operation within a fast-paced contact center environment. You'll lead a small team, improve processes, drive performance, and help create a customer-centric culture.
What you'll do
Lead, coach, and support a small team of Customer Support Specialists while actively participating in day-to-day customer interactions.
Oversee daily support operations, manage escalations and complex cases, and build scalable processes.
Monitor KPIs, customer satisfaction, and quality metrics to identify improvement opportunities.
Define processes, improve efficiency, and collaborate with internal teams to deliver an exceptional customer experience.
What you'll bring
2+ years in Customer Support, Customer Experience, or Operations in a contact center environment.
Previous experience leading or mentoring teams.
High level of Spanish and English.
Comfort working with KPIs and support tools, and familiarity with AI tools and their application in professional environments.
About Rauda
Rauda is an AI-powered Customer Operations company helping businesses automate customer support at scale, combining artificial intelligence with human support teams so people can focus on complex cases where empathy and judgment matter.
