Team Leader Customer Service

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and lets lead the way together.

Our mission is to be the world more respected service brand; therefore, our main goal is to deliver high quality customer service and excellent solutions. Our cardmembers expect flawless experience through our centers; our team leaders are responsible for leading and ensuring these expectations. This position is responsible for the day-to-day operation, with specific focus on performance management, quality results, service levels, excellent customer experience and employee engagement. Responsibilities also include coaching and guidance of a group of analysts to operate as a team, build strong relationship with sending markets, conduct regular team meetings and arrange timely training for analysts as appropriate. You will also have to proactively solve problems and provide timely resolution to ensure minimal impact to customers and employee satisfaction. Identify course of action for problems resolution and effectively communicate plans to those impacted.

Main Responsibilities:

• Metrics follow up, Coaching, motivation and team building activities.
• Performance and team development.
• Link between operation and management.
• Monitor performance of staff members according to established monitoring standards.
• Make hiring decisions and conducts monthly performance appraisals
• Conduct regular team meetings.

Skills & Qualifications:

• Advanced Italian/English/Spanish
• Excellent communication skills at all levels
• Ability to work in a fast-paced, multicultural environment with weekly & monthly goals
• Team player

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.