Job Description Lead the Trendsetters Keeping Fashion Customers Front Row SHEIN, 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 Description As 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 Overview Employment type: Indefinite Term Contract Shift: 5 Days a Week (Rotating Shifts between 2:00 AM to 3:00 PM) Work setup: Onsite – Bogotá and Medellín Your Daily Tasks Lead and supervise a team of Spanish-speaking customer service representatives Monitor team performance and provide coaching and feedback to meet performance targets Handle escalated customer concerns and ensure timely resolution Develop and implement strategies to improve team productivity and efficiency Conduct regular team meetings to align goals and share key updates Collaborate with other departments to streamline processes and enhance customer satisfaction Prepare and analyze team performance reports for management review Foster a positive, motivating work environment that encourages teamwork and collaboration Requirements The 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 Benefits Exciting Perks Await! 5 days work week 20 vacation days in total Prepaid medicine Fully-customized Emapta laptop and peripherals Indefinite term type contract Direct exposure to our clients Career growth opportunities Diverse and supportive work environment Prime Office Locations - Bogotá and Medellin Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar ) Your Future Team at Emapta Latam Join 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. #EmaptaEra Requirements The 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