Position Summary: We are seeking a highly motivated and knowledgeable Team Lead to oversee a team of Associates providing support for cryptocurrency-related services. This role requires a strong understanding of blockchain and cryptocurrency processes, team leadership experience in a BPO setting, and a focus on performance management and operational efficiency To apply for this position you should have experience of 3+ years as a Supervisor or equivalent. We need someone who has hands-on experience with process improvement and project management, advanced English, intermediate to advanced knowledge of Excel, Gorgias, or other support software, and experience managing multiple channels (voice and non-voice). Responsibilities: Supervise a team of customer support representatives handling cryptocurrency-related queries (wallet support, transaction issues, compliance questions, etc.). Provide coaching, mentoring, and training to team members to ensure a high level of service and technical understanding of crypto products. Act as the point of escalation for complex or sensitive customer issues Liaise with client-side stakeholders and internal management to align on goals, updates, and performance expectations. Ensure compliance with industry regulations, security protocols, and internal data privacy policies. Prepare and present daily, weekly, and monthly reports on team performance and process improvements. Collaborate with quality assurance and training teams to drive continuous improvement. Stay current with cryptocurrency trends, security threats, and platform changes to keep the team informed and aligned. Required Skills/Abilities: Excellent (near-native) English proficiency is a requirement for this job. Tech-savvy and Advanced proficiency on G-Suite/MS-Office. Strong leadership and people management abilities. Solid knowledge of major cryptocurrencies, wallets, exchanges, and common issues. Familiarity with tools like Zendesk, Salesforce, or other ticketing/CRM systems. Excellent communication and conflict resolution skills. Analytical mindset with attention to detail. Great eye for detecting team and employee risk before it becomes an issue. Track record of building positive relationships with employees and partners. Strong work ethic and a talent for bringing out the best in others. Passionate about sharing knowledge and helping others. Education and Experience: 2+ years in a Team Lead or Supervisor role within a BPO setting. 1+ years of experience working with cryptocurrency platforms or blockchain technology (customer service or technical support context preferred). Bachelor’s degree in Business Administration, Finance, IT, or a related field (preferred). Certifications in blockchain or cryptocurrency fundamentals. Experience working with clients in fintech. Knowledge of KYC/AML compliance standards. On-site position in Bogota. #J-18808-Ljbffr