Team Lead – Customer Experience

San Pedro Sula or Tegucigalpa, Honduras

Full Time

Management

Mid Level

Role Details

Team structure: Managing 10-12 associates providing customer support over the phone
Contract Type: Full-time
Training Schedule: Monday - Friday; 7:00 am - 4:00 pm
Work Schedule: To be determined
Work Location: San Pedro Sula & Tegucigalpa
Start date: June 16, 2025

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.
Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

The Role

At PartnerHero, our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations. As a Team Lead, you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team. You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. Your contribution is limitless and not confined to this job description.

What you'll do...

Help to establish processes and procedures with the growing business of the Partner by developing an understanding of the process, business, and support interaction, and creating process suggestions leading to better business outcomes
Provide constant valuable feedback for all stakeholders - Program Manager, Partner, and Associates
Responsible for leading special projects, evergreen initiatives, and internal/external outreach
Leading weekly team meetings or huddles and conducting regular 1:1s with each of your direct reports
Provide quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required
Conduct QA, coaching sessions, and side-by-side feedback (plug-ins)
Provide and/or facilitating training to new hires or current associates as needed
Support/Assist associates during production and assigning associates to new and different tasks as required
Monitor production levels for each associate (using Zendesk Explore or other metric data tools)
Building and maintaining the team’s schedule to ensure appropriate coverage
Participate in the hiring process by helping to identify and select ideal candidates according to the program’s needs

What we expect from you:

Advanced English level - spoken and written
Data background and knowledge
Proactive and willing to find solutions to trending issues
Team Leader experience (1 year or more)
Able to offer insights and reporting as needed
Comfortable with a high-velocity environment with shifting priorities
Great communication skills, both written and verbal
Organized team player with a personable manner, excellent customer service skills, and the ability to work with a diverse group

What You’ll Get In Return:

Hybrid working arrangements
Competitive Base Salary
Generous paid vacation
Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
Access to free posture-based fitness workouts from home paid Sabbatical Leave
Training opportunities provided by PartnerHero and outside entities
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

Care for others - Cooperate, empathize, and seek opportunities to put each other first.
Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
Take ownership - Doing the right thing should come naturally.
Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].

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Our companies are looking for various levels of English support. The English Assessment we use comes from EF SET, it is a well-known company that provides objectively scored standardized English tests for all level learners - from beginner to advanced. Once completed with the English Assessment, you will be provided a PDF certificate by EF SET that indicates your level of proficiency and can be included in your resume or in your LinkedIn profile for future use!

Step 1. Visit https://www.efset.org/ef-set-50
Step 2. Select the "50 Min EF SET Test". Complete the assessment and download your results. This will roughly take 50 minutes to complete.
Step 3. Upload the PDF result showing your name and date for us to review. **

Confidentiality Disclaimer
We value the privacy and confidentiality of our recruitment process. By participating in the recruitment process, candidates agree to the following:

*Confidentiality of Process: All information, including interview details, assessments, discussions, and any proprietary company information shared during the recruitment process, must remain confidential and must not be disclosed to any third parties without prior written consent.
*Data Protection: Personal information provided by the candidate will be used solely for recruitment purposes and will be handled in compliance with applicable data protection laws.
*Mutual Respect: Candidates are requested to respect the confidentiality of other applicants, as well as the company's policies, strategies, and internal practices shared during the process.

Failure to adhere to these guidelines may result in disqualification from the recruitment process or further legal actions if necessary.

For any questions or clarifications, please contact [email protected].

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Team Lead – Customer Experience

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