Job Title: Senior Customer Service Lead
Location: Remote from Latin America
Employment Type: Full-Time
Salary: $1,600–$1,900/month USD
Schedule: Monday to Friday, 9 AM – 6 PM EST, with flexibility for occasional weekend coverage.
Payment Method: Bank Transfer, Wise, Payoneer, or Remitly

Latino Legends is proud to partner with our client in the search for a Senior Customer Service Lead. Our client manages a growing portfolio of commercial properties and is in the process of building out their customer service function to better serve their tenants. They're seeking a highly capable and motivated Senior Customer Service Lead to help set up and scale a small call center operation while also directly supporting tenants.

Role Overview

This is a dynamic, hands-on leadership role. The ideal candidate will help design and implement the customer service infrastructure while also handling calls and supervising future team members. From assisting tenants with leasing and move-outs to selecting the right tools and building a high-performing support team, this role is perfect for someone who enjoys both strategic planning and direct customer interaction.

Key Responsibilities

Customer Service Operations Setup

• Assess and implement appropriate call center tools and systems (e.g., VoIP, CRM, ticketing software).
  
  

• Design efficient workflows for inbound/outbound calls, tracking, and follow-ups.
  
  

Senior Customer Service Agent Duties

• Respond to tenant inquiries via phone and email regarding leasing, move-ins/outs, billing, and general support.
  
  

• Deliver exceptional service by resolving issues professionally and efficiently.
  
  

• Maintain detailed records of all tenant interactions.
  
  

Supervisory and Team Leadership

• Handle escalated or complex customer concerns with professionalism.
  
  

• Assist in hiring, training, and onboarding new customer service agents.
  
  

• Monitor agent performance, track KPIs, and ensure follow-through on open matters.
  
  

• Provide ongoing coaching and support to ensure consistent service quality.
  
  

Qualifications

• 3–5 years of customer service experience, including 1–2 years in a supervisory or team lead capacity.
  
  

• Experience setting up or managing tools for a small-scale call center (e.g., Zendesk, Freshdesk, Aircall, Talkdesk).
  
  

• Comfortable handling sensitive tenant calls directly.
  
  

• Strong problem-solving and multitasking abilities with excellent organizational skills.
  
  

• Proficient in English with a neutral accent; Spanish fluency preferred.
  
  

• Highly motivated, independent worker with a strong work ethic and adaptability.
  
  

Nice to Have

• Experience in commercial properties management.
  
  

• Familiarity with tenant management systems or CRMs.