Customer Service Team Lead

About the role

We are seeking an experienced Team Leader to join our Consumer & Shopper Engagement (CSE) operations in Monterrey, Mexico. You will lead a group of 14‑16 advisors, ensuring engaging, value‑driven consumer experiences across multiple contact channels while championing the LEGO® play promise.

Key responsibilities

• Lead, coach, and develop a team of 14‑16 advisors.
• Conduct regular coaching sessions, one‑on‑ones, and team meetings.
• Ensure the team meets or exceeds operational KPIs.
• Use quality insights and data to drive performance improvements.
• Foster an inclusive, collaborative environment and promote continuous improvement.

Required profile

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

Required skills

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

What we offer

• Family Care Leave – enhanced paid leave options.
• Comprehensive life and disability insurance.
• Wellbeing resources including Headspace app and local initiatives.
• Generous colleague discount on LEGO products.
• Performance‑based bonus scheme.