Player Support Team Lead

Job Title : Player Support Agent Location : On Site, CDMX About Motivus At Motivus, we’re redefining digital transformation by combining cutting-edge technology with a culture focused on innovation, sustainability, and impact. Our team of over 1,600 professionals, delivering high-impact software and digital services that empower clients to reach new heights. As part of Motivus, you’ll not only work on groundbreaking solutions that drive change but also enjoy ample opportunities for professional growth, skill development, and career advancement. Join us to collaborate with passionate individuals dedicated to building a future where technology and human potential thrive together. You will fit in here if You love to solve complex business problems and work with clients who value your technical expertise. You aren't afraid to fail, and you thrive in an ever-evolving environment. You enjoy working on a team in a diverse, multi-disciplinary capacity driving toward common goals and outcomes. On any given day you might The Team Lead is responsible for coordinating daily operations while fostering a healthy, performance-driven work environment. This position plays a critical role in supporting Level 1 and Level 2 agents, ensuring they have the tools and guidance needed to meet their objectives. The Team Lead serves as a role model in promoting a culture of continuous feedback and professional growth, maintaining close communication with Managers to align with Client's expectations. The ideal person Oversee and coordinate daily operations within the team. Support Level 1 and Level 2 agents by ensuring they have the necessary resources and assistance. Promote a culture of constructive feedback, collaboration, and mutual respect. Drive KPI compliance by monitoring agent performance and applying targeted strategies. Act as a liaison between agents and Managers, providing updates on client needs and KPI expectations. Actively contribute to the continuous improvement process, ensuring team and operational success. Required Qualifications: High-school diploma or equivalent. Professional experience in a customer service as a Team Lead role Proven experience in team leadership or supervisory responsibilities. Excellent verbal and written communication skills. Strong proficiency in Windows and Office applications. Active gamer with interest in MOBAs, Shooters, or similar genres. Full availability to work on-site . Desired Qualifications: Technical or social science academic background (degree or equivalent experience). Familiarity with specific games or gaming ecosystems. Experience managing or supporting multicultural or hybrid teams. Key Responsibilities Operational Oversight Monitor and report on the operational status of all regions under the PS Motivus Team. Ensure effective schedule assignment for standard and omnichannel operations. Performance Management Manage and execute the performance evaluation process for Level 1 agents. Provide regular feedback, KPI tracking, and follow-up strategies to all team members. Communication and Reporting Prepare and deliver executive status reports for Managers. Hold weekly (40-60 min) one-on-one sessions with agents to review performance and gather satisfaction feedback. Maintain clear communication of goals, achievements, and expectations to the team. Escalation and Issue Handling Manage and resolve internal escalations effectively. Follow appropriate processes for handling external escalations. Handle SERNAC emails and escalated lead tickets promptly and accurately. Process Improvement and Support Identify and recommend operational process improvements in collaboration with SMEs. Ensure agents have access to all tools and support required for their roles. Work closely with Motivus teams to address any agent or system needs. Why Join Us? Grow Your Career : At Motivus, you will have the opportunity to expand your skills and take on leadership roles in diverse projects. Work on Emerging Tech : Be at the forefront of innovation by working with cutting-edge technologies and methodologies. Collaborative Environment : Work with talented teams that value your ideas and contributions. Learning and Development : We offer a range of L&D programs to help you advance your career. Client-Centric Approach : Contribute to solutions that create lasting value for global Fortune 500 clients. Our Values Culture of Innovation : We pursue innovation relentlessly, encouraging our teams to explore new ideas and technologies. Responsibility : We give back to the communities that support us and our clients. Learning & Development : Our employees lead, learn, and grow, supporting themselves and our clients. How to Apply Interested candidates can apply by submitting their resume to lidia.alfaro@motivus.com or through job post.

Location: Ciudad de México, MX

Posted Date: 6/15/2025