Customer Service Team Lead

About the role

We are seeking an experienced Customer Service Team Lead to join LEGO’s Consumer & Shopper Engagement (CSE) operations in Monterrey, Mexico. The leader will manage a team of 14‑16 advisors, ensuring engaging, value‑driven experiences across multiple contact channels while upholding the LEGO® play promise.

Key responsibilities

• Lead, coach and develop a team of 14‑16 customer service advisors.
• Conduct regular coaching sessions, one‑on‑ones and team meetings.
• Monitor and achieve operational KPIs, using quality insights and data to drive performance.
• Foster an inclusive, collaborative environment and promote continuous improvement.

Required profile

• Proven people‑leadership experience in a contact‑center or service environment.
• Fluent English with strong communication abilities.
• Demonstrated ability to lead and coach frontline teams.
• Strong people‑management and collaboration skills.

Required skills

• Experience with contact‑center platforms such as Salesforce, Calabrio or TalkDesk.

What we offer

• Family Care Leave and comprehensive insurance coverage.
• Wellbeing programs including Headspace access.
• Generous colleague discount on LEGO products.
• Performance‑based bonus scheme.