Client Services Team Lead

Description

About Xe

At Xe, we live currencies. We provide a comprehensive range of foreign exchange services, including our Currency Converter, Market Analysis, Currency Data API, and secure, easy Money Transfers for individuals and businesses.

We leverage technology to deliver these services through our website, mobile app, and by phone. Last year, we helped over 300 million people access information about the currencies that matter to them, and over 225,000 people used us to send money overseas.

About This Role

We are looking for a dynamic and motivated Telesales Team Lead to join our growing team in San Salvador, El Salvador.

The Team Lead will oversee and support a group of Telesales Representatives, ensuring performance metrics are met, processes are followed, and customer interactions are handled with excellence.

This role combines leadership and active selling — the Team Lead will manage their own set of leads, make calls, and book trades while coaching and motivating the team to achieve their goals. They will track team performance, monitor KPIs, conduct coaching sessions, and collaborate closely with Account Managers on higher-value opportunities.

Our Principles

Commitment – We take ownership of delivering a best-in-class foreign exchange and cross-border payments experience.

Accountability – We turn our words into action and measure ourselves by results.

Respect – We lead by example and foster a supportive, collaborative environment.

Evolution – We adapt, learn, and push our boundaries every day.

Roles & Responsibilities

Supervisory & Leadership

Lead and support the Telesales Representatives team in San Salvador.

Monitor daily call activity, trade volume, and conversion performance.

Act as the first point of escalation for client issues before escalating further if required.

Manage your own book of leads and opportunities, demonstrating best-in-class sales behavior.

Ensure all interactions and follow-ups are accurately logged in Retool and Zendesk.

Performance & Metrics

Track and report KPIs including call volume, response time, trade count, and conversion rate.

Take ownership of the team’s overall performance and ensure collective goals are achieved.

Conduct performance reviews and identify opportunities for coaching or process improvement.

Analyze conversion data, trends, and productivity, sharing insights with the Head of Client Services.

Coaching & Development

Implement a structured coaching plan focused on call quality, follow-up discipline, and trade conversion.

Conduct monthly performance check-ins with each team member.

Provide ongoing mentoring to strengthen sales techniques and client engagement.

Collaboration & Cross-Team Communication

Partner with Account Managers to ensure smooth handoff of high-value clients.

Coordinate on lead flow and ensure visibility on transferred opportunities.

Promote collaboration across regions to share best practices and maintain process consistency.

Compliance & Process Adherence

Ensure all company processes and compliance standards are followed.

Conduct regular quality checks in Retool and Zendesk for accurate documentation and timely follow-ups.

Identify and escalate any compliance or process issues to the Head of Client Services.

Position Requirements

Proven experience leading a telesales or inside-sales team in a high-volume environment.

Strong communication, coaching, and motivational skills.

Ability to balance personal sales targets with team leadership responsibilities.

Strong analytical and problem-solving skills; comfortable with data and performance tracking.

Experience with Zendesk, Retool, or similar CRM/sales tools preferred.

Fluent in English (mandatory); proficiency in Spanish highly desirable.

Prior experience in client services, telesales, or financial services preferred.

PERKS & BENEFITS

Life insurance

Partial Medical insurance

Tuition Assistance

Employee Stock Purchase Plan

Growth Opportunities

Check out our website to learn more about the company at:

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.