Job DescriptionLead the Trendsetters Keeping Fashion Customers Front RowSHEIN, the most searched fashion brand globally in 2022, isn't just a retailer—it's a tech-powered fashion phenomenon. Headquartered in Singapore and active in 150+ markets, they blend on-demand digital innovation with sustainability, delivering cutting-edge style at unmatched speed. With a global supply chain, diverse team, and designer empowerment programs, our client sets the bar in fast fashion. Lead the frontline of global customer service where fashion meets future, and your leadership makes a real impact.Job DescriptionAs a Team Lead, your mission is to ensure top-tier customer experiences in both English and Spanish. You'll guide a team of service professionals, championing performance, communication, and satisfaction. This role demands a confident leader who thrives on collaboration, drives results, and knows how to turn challenges into opportunities.Job OverviewEmployment type: Indefinite Term ContractShift: 5 Days a Week (Rotating Shifts between 2:00 AM to 3:00 PM)Work setup: Onsite – Bogotá and MedellínYour Daily TasksLead and supervise a team of Spanish-speaking customer service representativesMonitor team performance and provide coaching and feedback to meet performance targetsHandle escalated customer concerns and ensure timely resolutionDevelop and implement strategies to improve team productivity and efficiencyConduct regular team meetings to align goals and share key updatesCollaborate with other departments to streamline processes and enhance customer satisfactionPrepare and analyze team performance reports for management reviewFoster a positive, motivating work environment that encourages teamwork and collaborationRequirementsThe Qualifications We SeekMinimum 2 years in a customer service role, with at least 1 year in a leadership or supervisory positionProven experience in team or project managementStrong understanding of team planning and problem-solvingFluent in English, both written and verbalExcellent communication and interpersonal skillsStrong attention to detail and problem-solving abilitiesAbility to thrive in a fast-paced, multi-tasking environmentBachelor's degree in any fieldBenefitsExciting Perks Await!5 days work week20 vacation days in totalPrepaid medicineFully-customized Emapta laptop and peripheralsIndefinite term type contractDirect exposure to our clientsCareer growth opportunitiesDiverse and supportive work environmentPrime Office Locations - Bogotá and MedellinUnlimited upskilling through Emapta Academy courses (Want to know more? Visit Future Team at Emapta LatamJoin Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth. With over 900 clients worldwide and a team of more than 10,000 talented professionals, Emapta continues to set new standards in the industry. Apply now to be part of our success story in Colombia, where your skills are valued, and your career ambitions are supported.#EmaptaEraRequirementsThe Qualifications We Seek Minimum 2 years in a customer service role, with at least 1 year in a leadership or supervisory position Proven experience in team or project management Strong understanding of team planning and problem-solving Fluent in English, both written and verbal Excellent communication and interpersonal skills Strong attention to detail and problem-solving abilities Ability to thrive in a fast-paced, multi-tasking environment Bachelor's degree in any field