Technical Operations Team Leader (Bilingual)

About the role

The Technical Operations Team Leader will guide a group of technical support agents, ensuring high‑quality troubleshooting across calls, emails and chats. This bilingual position empowers the team with the tools, resources and up‑to‑date product knowledge needed to assist customers while maintaining compliance with performance metrics.

Key responsibilities

• Monitor and evaluate the technical quality of all customer interactions to guarantee accurate troubleshooting.
• Coach the team on advanced technical procedures and step‑by‑step troubleshooting methods.
• Stay current on device software updates, product innovations and system connectivity issues to provide informed support.
• Analyze performance data to identify trends, recurring device issues and opportunities for process improvement.

Required profile

• University degree in Business Administration, Industrial Engineering, Economics or related field (desirable).
• Proven experience in personnel management.
• Strong leadership abilities: leading change, building effective teams and managing stakeholders.
• Excellent English communication skills (B2 level or higher).

Required skills

• Advanced Excel (SUMIF, JOIN, AVERAGE, COUNT, IF/AND/OR, VLOOKUP, PivotTables, advanced filters).
• Data analysis and technical reporting.
• Technical troubleshooting and product‑knowledge expertise.