At blithequark, we're revolutionizing the way people enjoy their favorite shows and movies. As a global leader in streaming entertainment, we're committed to delivering exceptional customer experiences that exceed our subscribers' expectations. Our customer support team is at the forefront of this mission, providing top-notch interactions for our customers worldwide. We're now seeking an experienced Customer Support Team Lead to join our global customer support content method team in Mexico City, Mexico.Job Summary:As a Customer Support Team Lead, you'll play a critical role in driving the performance and effectiveness of our support content, working closely with cross-functional teams to ensure seamless customer experiences. You'll be responsible for managing complex tasks, collaborating with colleagues, and meeting deadlines to make the Netflix experience even better for our customers and sellers. If you're a talented leader with a passion for customer support and content management, we want to hear from you!Key Responsibilities:* Lead the customer service content method team in Mexico City, Mexico, and drive tasks to improve the performance and effectiveness of support content* Collaborate with cross-functional teams to ensure seamless customer experiences and meet deadlines* Manage complex tasks and projects, prioritizing tasks and allocating resources to meet business objectives* Develop and implement content strategies to enhance customer support and engagement* Work closely with the content team to create and manage support content, including articles, FAQs, and other resources* Analyze customer feedback and data to identify trends and areas for improvement* Develop and implement process improvements to increase efficiency and reduce costs* Provide coaching and guidance to team members to ensure they have the skills and knowledge needed to succeed* Foster a culture of excellence, simplicity, and customer-centricity within the teamQualifications:* Bachelor's degree in a relevant field (e.g., business, communications, marketing)* 3+ years of experience in customer support, content management, or a related field* Excellent writing, editing, and communication skills* Proven ability to manage complex tasks and projects, prioritizing tasks and allocating resources to meet business objectives* Experience working in a fast-paced, dynamic environment with multiple stakeholders and deadlines* Strong analytical and problem-solving skills, with the ability to analyze data and identify trends and areas for improvement* Excellent leadership and coaching skills, with the ability to develop and implement content strategies and process improvements* Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders* Experience working in a global environment, with a strong understanding of cultural differences and nuancesPreferred Qualifications:* PMP certification* Experience working in the entertainment or media industry* Strong knowledge of content management systems and tools* Experience with data analysis and reporting tools (e.g., Google Analytics, Tableau)* Strong understanding of customer support principles and best practices* Experience working in a remote or virtual environmentSkillsand Competencies:* Communication skills: Clear and effective written and verbal communication is essential for interacting with customers, colleagues, and stakeholders.* Empathy: The ability to understand and relate to customers' emotions and concerns is critical for building rapport and trust.* Patience: Managing customer frustrations requires a high degree of patience and calmness to ensure a positive customer experience.* Problem-solving: Customer support professionals must be adept at identifying problems, analyzing issues, and finding solutions or workarounds.* Product knowledge: A thorough understanding of blithequark's products, services, and capabilities is essential for providing accurate information and troubleshooting effectively.* Active listening: Paying close attention to what customers are saying, asking clarifying questions, and addressing their specific concerns demonstrates that you value their input and are genuinely trying to help.* Time management: Customer support representatives often handle multiple inquiries simultaneously, so effective time management ensures that customers receive timely responses.* Technical aptitude: Depending on the organization, customer support roles may involve handling technical problems. Being comfortable with technology and understanding common technical issues is valuable.* Conflict resolution: Occasionally, situations may escalate. Having the skills to manage conflicts and difficult conversations while maintaining professionalism is essential.* Adaptability: The ability to quickly learn about new products, services, or processes and adapt to changing conditions is critical in fast-paced support environments.* Quality mindset: Maintaining a positive demeanor, even in challenging situations, contributes to a positive customer experience.* Attention to detail: Recording accurate records, following established procedures, and ensuring nothing falls through the cracks are all facilitated by attention to detail.* Teamwork: Collaborating with colleagues, especially for more complex issues, can lead to better solutions and a smoother customer experience.* Multilingual skills: In global or multicultural organizations, being able to communicate in multiple languages can be a significant asset.* Cultural sensitivity: Recognizing and respecting cultural differences in communication patterns and expectations can enhance interactions with diverse customers.Job Benefits:* Task balance: Customer support is a critical feature in most organizations, ensuring a regular demand for these roles and providing job stability even during economic uncertainties.* Competitive pay: Many organizations offer competitive salaries for customer support positions, and in some cases, there may be opportunities for performance-based bonuses or incentives.* Healthcare and insurance: Most full-time customer support positions offer healthcare benefits, including medical, dental, and vision coverage, to help you and your family maintain good health and well-being.* Retirement plans: Many organizations offer retirement savings plans, including 401(k) plans, to help you save for your future.* Paid time off (PTO): PTO includes vacation days, sick days, and holidays. Having a good balance between work and personal time is essential for overall well-being.* Flexible scheduling: Some customer support roles offer flexible working hours or remote work options, allowing you to balance work with other commitments.* Professional development: Many organizations invest in the growth of their employees. You may have opportunities for training, workshops, or coaching to enhance your skills and advance your career.* Career growth: Customer support can serve as a stepping stone to other roles within the organization. Many organizations promote from within, and customer support experience can provide valuable insights into various aspects of the business.* Skills development: Customer support roles offer the opportunity to develop a wide range of skills, from communication and problem-solving to conflict resolution and technical skills.* Employee discounts: Some organizations offer discounts on their products or services to their employees, which can be a nice perk.* Sense of fulfillment: Assisting customers and resolving their problems can be rewarding. The feeling of making a difference in someone's life can be fulfilling.* Diverse work environment: Customer support teams often consist of individuals from diverse backgrounds and experiences, fostering a rich and inclusive work environment.* Team camaraderie: Participating with colleagues to resolve customer issues can create a sense of camaraderie and teamwork.* Networking opportunities: Working in customer support exposes you to various departments and people within the organization, increasing your professional network.* Employee assistance programs (EAPs): Some organizations offer EAPs to provide resources and support for personal issues, such as stress, mental health, and financial concerns.If you're a motivated and customer-focused leader with a passion for content management and team leadership, we encourage you to apply for this exciting opportunity to join our global customer support content method team at blithequark.Apply for this job