Customer Service Team Lead

Job Description

Team Leader – Customer Service
Location: Monterrey, Mexico
We are looking for an experienced Team Leader to join our Consumer & Shopper Engagement (CSE) operations in Monterrey. In this role, you will lead and develop a team of 14–16 advisors, ensuring the delivery of engaging and value-driven consumer experiences across multiple contact channels.
Within CSE, our mission is to champion our consumers and uphold the LEGO® play promise. As a Team Leader, you will drive team engagement, operational performance, and continuous improvement while embodying our Leadership Playground behaviors: Brave, Curious, and Focused.
Key Responsibilities

• Lead, coach, and develop a team of 14–16 advisors

• Conduct coaching sessions, one-on-ones, and team meetings

• Ensure the team meets or exceeds operational KPIs

• Use quality insights and data to improve team performance

• Foster an inclusive and collaborative team environment

• Promote a continuous improvement mindset

Qualifications

• People leadership experience, ideally in a contact center or service environment

• Fluent English with strong communication skills

• Proven experience leading and coaching frontline teams

• Strong people management and collaboration skills

• Familiarity with contact center tools such as Salesforce, Calabrio, TalkDesk, or similar

Join us and help bring the LEGO® play promise to life for consumers around the world.

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here are some of what to expect:

Family Care Leave – We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based

Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme

Your workplace – You'll find this at the top of this advert and when you join the team, we'll confirm this with you.

We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.
 
The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”
                                                                                                                                             
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.

Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make www.LEGO.com/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at 1.860-763-7777, option #3. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.