Team Lead/Supervisor (SDQ)

Position Summary:

We are seeking a proactive and detail-oriented Team Lead to support and guide a team delivering high-quality customer service and technical support. The ideal candidate brings a strong background in customer-facing environments, combined with technical aptitude and an understanding of education or SAS-driven contexts. This role requires hands-on leadership, operational excellence, and a commitment to continuous improvement.

• Lead, coach, and support a team of Customer Service and/or Technical Support specialists to meet performance, quality, and service-level goals
• Ability to act as an escalation point for the most technically complex or sensitive issues
• Monitor team performance metrics, quality standards, and workflows, identifying trends and opportunities for improvement
• Demonstrate strong attention to detail when reviewing tickets, reports, documentation, and team outputs
• Proactively identify risks, gaps, or inefficiencies and implement solutions before they impact customers or operations
• Collaborate cross-functionally with technical, product, or education-focused teams to align support practices
• Ensure adherence to internal processes, compliance standards, and customer experience guidelines
• Support onboarding, training, and ongoing development of team members

• Excellent (near-native) written and verbal communication skills in English.
• Proven ability to lead and develop high-performing teams.
• Strong understanding of customer service principles and best practices.
• Proficiency in CRM software (e.g., Gorgias), customer support platforms, and cloud-hosted telephony systems.
• Advanced proficiency in Microsoft Excel/Google Sheets.
• Experience managing multiple communication channels (chat, social media, email, phone).
• Sales or e-commerce experience and understanding of sales metrics is a plus. 
• Ability to identify and address potential team and employee risks proactively.
• Strong interpersonal skills and ability to build positive relationships with employees and partners.
• Excellent work ethic and a passion for developing others.
• Experience or familiarity with SaaS (Software as a Solution) platforms and/or the education sector (Edtech or Education Technology)
• Demonstrated leadership or team coordination experience (formal or informal)
• Strong proactiveness, with the ability to anticipate issues and act independently
• High level of attention to detail, especially in quality assurance and problem-solving
• Excellent communication and interpersonal skills
• Comfortable working in a fast-paced, performance-driven environment

• Minimum of 2-3 years of experience in a supervisory, team lead, or equivalent role within a customer service or Technical Support environments in the Call Center/BPO industry
• Senior college student or bachelor's degree in Business Administration, Marketing, Statistics, or relevant fields.

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like BARNA
• Yoga and workout classes
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family, and that plays into everything we do. We know that our employees are the team's most important part and treat them as such! Ask any team member about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page, hirehoratiord, to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company with many opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spreading mental health awareness and promoting its importance. To take care of our people, we have in-house clinical psychologists.