Team Lead | Healthcare Customer Experience at Resolv.Global
Mexico
<p><strong>We are looking for experienced Team Leads to join a growing, fully remote healthcare customer experience operation supporting a US-based program.</strong></p><p>This is an opportunity for a hands-on leader who understands the BPO environment, knows how to support and motivate a team, and can maintain high standards across customer experience, productivity, quality, and day-to-day performance.</p><p>The right person will be confident working in a fast-paced environment, comfortable with U.S. business hours, and able to communicate professionally in both <strong>English and Spanish</strong>.</p><p>This is a fully remote opportunity in México only for qualified professionals who want to be part of a team where strong leadership and customer experience really matter.</p><p><br></p><p><strong>What You'll Do</strong></p><ul><li>Lead, support, coach, and motivate a team of customer experience representatives</li><li>Monitor day-to-day team performance and help ensure productivity and quality expectations are met</li><li>Provide coaching and feedback to improve individual and team performance</li><li>Support agents with customer escalations and challenging interactions</li><li>Help maintain a strong customer-focused culture across the team</li><li>Monitor attendance, adherence, performance, and overall team engagement</li><li>Identify performance gaps and work with team members on improvement plans</li><li>Communicate operational updates, expectations, and feedback clearly to the team</li><li>Work closely with trainers and other leadership members during training and transition into production</li><li>Maintain professionalism, accountability, and strong communication in a fully remote environment</li><li>Adapt quickly to changing processes, systems, and business requirements</li></ul><p><br></p><p><strong>Compensation & Work Setup</strong></p><ul><li>$6.50 USD per hour</li><li>100% remote from México</li><li>Paid weekly in arrears</li><li>Paid training</li><li>Independent Contractor arrangement</li></ul><p><br></p><p><strong>Technical Requirements (Essential)</strong></p><p><strong>To be considered, candidates must meet all technical requirements below:</strong></p><ul><li>Windows 11 PC <strong>(Mac not supported)</strong></li><li>16 GB RAM</li><li>Dual monitors</li><li>Webcam and Wired USB Headset</li><li>i5 processor or higher</li><li>Fibre internet with a wired connection (Ethernet cable)</li><li>Backup power solution</li><li>Microsoft Teams / Office 365</li></ul><p>Applications that do not meet the minimum technical requirements may not move forward in the process.</p><p><br></p><p><strong>Hiring Process</strong></p><p>To ensure fairness and consistency, all applicants must complete every stage of the hiring process.</p><p>Our process includes:</p><ol><li>English Resume Review</li><li>Pre-Screen Questionnaire</li><li>One-Way Video Interview</li><li>Live Interview</li><li>Background Check</li></ol><p><br></p><p><strong>Important</strong></p><ul><li><strong></strong>This is an English-speaking role that requires strong written and verbal English communication skills.</li><li>All resumes must be submitted in English to be considered for the position.</li><li>This role is only available to Mexican nationals currently residing in México.</li></ul> <br><h3>Requirements</h3> <p><strong>What We're Looking For</strong></p><p><strong>Required:</strong></p><ul><li>Previous Team Lead, Supervisor, or similar leadership experience in a BPO/contact center environment</li><li>BPO experience is essential</li><li>Healthcare/medical customer experience is essential</li><li>Strong customer experience background</li><li>At least 1 year of previous remote work experience</li><li>Fully bilingual in English and Spanish</li><li>Excellent spoken and written English</li><li>Strong communication, coaching, and problem-solving skills</li><li>Tech-savvy and comfortable learning and working across multiple systems</li><li>Strong organizational skills and attention to detail</li><li>A genuine team-player mentality</li><li>Comfortable working U.S. business hours</li><li>Available to start immediately</li><li>Reliable computer, internet connection, headset, and suitable remote workspace</li><li>Comfortable working as an Independent Contractor</li></ul>
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