Online education is growing, but with it, some common problems are arising across the industry: How can organizations avoid online fraud? How can organizations verify that a student was actually the one who took the online exam or actually acquired the required skills in the online course? Smowltech was born with the aim of helping organizations improve the quality assurance of their online evaluations. We have developed a system and method of authentication and continuous monitoring of the user in an online service using multibiometry. How is working at Smowltech? We're a growing company with happy and motivated people, working on an impactful product in a fast-paced environment. We strongly believe in the impact that our products have on society. Our growth, product and engineering teams are formed of diverse people from different locations and backgrounds forming a collaborative company who really want to go beyond the boundaries. Our main office is located in Donostia‑San Sebastián but with a growing international focus and impact (we have customers in more that 15 countries over the world). We are remote friendly, with fully / partial remote positions depending on your location and role. We have a flexible work environment & hours. Position Summary We are looking for an experienced Customer Service Lead Representative to provide excellent customer service and to promote this idea throughout the organisation. The goal is to lead the Latin America customer service team, increasing customer satisfaction, loyalty, retention and exceeding our customer expectations. Responsibilities Provide an end to end Customer Service Experience. Improve customer service experience, create engaged customers and facilitate organic growth. Take ownership of customers' issues and follow problems through to resolution. Generating sales leads, building sustainable relationships where necessary. Internal management Lead the Latin America customer service area. Manage resources and use assets to achieve qualitative and quantitative objectives. Analyse the metrics of the team and implement improvement actions. Recruit, mentor and develop customer service technicians with continuous training and create an environment where they can excel through encouragement and empowerment. Maintain an orderly workflow according to priorities. Set a clear mission and deploy strategies focused towards that mission. Desired skills Excellent verbal and written communication skills Team leadership skills Efficiency and organisational skills Proactive and knows how to set priorities Problem-solving approach Great attention to detail and analytical skills Qualifications A minimum of 5 years of proven experience in a similar position Bilingual in Spanish and English Working with multiple teams and other product people as colleagues Ideally has a solid background in IT Competitive salary, commission and attractive benefits Global career path for specialists and leadership Tailored trainings and development opportunities International and inspirational working environment with a dynamic work culture Smowltech vision Building trust in elearning Values Be positive : Practice positivity: look for solutions, expecting good results and success. Acknowledge bad results or experiences, learn from them, do better. Stay Agile : Be able to quickly adapt or evolve in response to changing circumstances in a highly responsive way so that we deliver our service to meet and exceed customer expectations and in a timely manner. Dare to commit : Decide to show up fully and consistently while seeing things to their logical or necessary conclusion. Make things work. Build trust : By being honest and supportive, actively listening, being consistent, collaborating across teams and functions, and taking responsibility for your acts and words. Always go beyond your limits : Through self-awareness, curiosity and initiative. With determination, discipline and DOING. Be collaborative Constructively explore ideas with others to search for solutions that extend one's limited vision (communicate, visualize and acknowledge). Seniority level Mid‑Senior level Employment type Full‑time Job function Customer Service, Training, and Information Technology Industries Higher Education, Education, and E‑Learning Providers #J-18808-Ljbffr