Team Lead - Customer Care Clinic Cloud

Your Mission

As a Team Lead, your goal will be to lead our team so they continue to be the company's technical benchmark, while ensuring that every interaction is an opportunity to add value to the business. You will be the bridge between advanced support, stakeholders, and customers.

• Metrics: Monitor productivity and impact KPIs in Expansion, in collaboration with the department leader and the Global team.

• Backlog Management: correctly manage resources, plan, and delegate complex cases to ensure that volume does not affect the customer experience or the team's well-being.

• Technical Reference: Act as a product and company process expert, proactively escalate

• Optimization: Create processes that streamline case resolution and the detection of business opportunities.

• Establish clear job profiles aligned with organizational objectives.

• Collaborate with other departments to improve processes, enhance the customer experience,

• Possess advanced knowledge of company tools, add value as an expert in your area by acting as a benchmark for resolving doubts, managing incidents proactively, and communicating knowledge effectively.

• High-Performance Leadership: Motivating senior profiles to become "problem sol

• Continuous Feedback: Supervise the quality of work and conduct 1

• Load Control: Monitor equipment capacity and redistribute tasks according to urgency and customer

• Training and Selection: participate in the hiring of new talent and ensure a

• Culture: Act as a reference for Docplanner's values, keeping the team committed in high-pressure environments.

• Lead and motivate the team to achieve high performance.

• Provide support and resolve doubts to maintain team productivity.

• Detect, implement internal methods and processes

3. Team Cohesion and Engagement:

Be responsible for maintaining a positive, motivating, and collaborative team climate, actively promoting cohesion dynamics, participation in cultural initiatives (FISH!, team activities,), and reinforcing engagement and the sense of belonging.

• Team Leadership: Previous experience leading and developing teams by fostering their autonomy and high performance.

• Critical Thinking, Autonomy, and Proactivity: Ability to analyze complex situations, question current processes, and provide proactive improvements that optimize daily operations for both the team and our collaborators and customers. We are not just looking for an executor, but for someone with strategic vision.

• Data Analysis: Intermediate level of Excel (ability to create pivot tables and analyze metrics for decision-making).

• Results Orientation and Efficiency: Passion for service quality, process optimization, and achieving ambitious goals.

• Feedback Culture: Demonstrated ability to give and receive constructive feedback; teamwork

• Growth Mindset: Ability to motivate the team not only in technical problem

• Tools: Advanced experience working with CRM (Salesforce, HubSpot or similar) and the use of ticket management tools (Zendesk, Jira) is valued.

• Languages: Intermediate English level (B2), as you will be in