At the LEGO Group, every interaction matters.
Our Consumer & Shopper Engagement (CSE) team is dedicated to creating meaningful experiences that strengthen the relationship between consumers and one of the world's most loved brands. Every conversation is an opportunity to inspire, solve problems, and deliver the exceptional service that brings the LEGO® Play Promise to life.
We're looking for an experienced Team Leader to join our growing Consumer & Shopper Engagement operation in Monterrey, Mexico. This role is ideal for an inspiring people leader who thrives in a fast-paced customer service environment, enjoys coaching others to success, and is passionate about delivering operational excellence.
If you're energized by developing talent, driving performance, and building highly engaged teams, we'd love to hear from you.
As a Team Leader, you'll lead a team of approximately 14 to 16 Customer Service Advisors , empowering them to deliver world-class support across multiple communication channels while creating an engaging, inclusive, and high-performing team culture.
Your responsibilities will include:
- Lead, coach, mentor, and inspire a team of 14 to 16 Customer Service Advisors through regular one-on-one meetings, coaching sessions, feedback, and performance discussions.
- Foster a positive, collaborative, and inclusive work environment where team members feel supported, challenged, and empowered to grow.
- Drive operational excellence by ensuring your team consistently achieves key performance indicators, including Customer Satisfaction (CSAT), Quality, Productivity, Service Level, Adherence, and other business objectives.
- Monitor performance trends, analyze operational data, and implement action plans that improve both employee performance and the overall consumer experience.
- Partner closely with Quality, Training, Workforce Management, Operations, and other cross-functional teams to continuously improve processes and service delivery.
- Handle escalated consumer situations with professionalism, empathy, and sound decision-making.
- Support talent development through coaching, recognition, succession planning, and continuous learning opportunities.
- Promote innovation and encourage continuous improvement by identifying opportunities to simplify processes and enhance team effectiveness.
- Act as a role model by demonstrating the LEGO Group Leadership Playground behaviors: Brave, Curious, and Focused.
What We're Looking For
To be successful in this role, you'll bring a strong combination of people leadership, operational expertise, and a genuine passion for developing others.
Required Qualifications
- Previous leadership experience within a Contact Center, Call Center, Customer Service, BPO, Shared Services, or similar high-volume customer support environment is required.
- Experience leading frontline customer service teams and consistently delivering operational results.
- Proven ability to coach, develop, motivate, and engage employees while building high-performing teams.
- Advanced English communication skills, both written and verbal.
- Strong analytical and problem-solving skills with experience using performance metrics to drive business decisions.
- Experience managing KPIs such as Customer Satisfaction (CSAT), Quality, Productivity, Adherence, Service Level, Average Handle Time (AHT), or similar operational metrics.
- Excellent communication, stakeholder management, and collaboration skills.
- Experience using customer service and contact center platforms such as Salesforce, Talkdesk, Calabrio, Genesys, NICE, Zendesk, or similar technologies.
- Ability to prioritize effectively, adapt to change, and lead with confidence in a dynamic environment.
Why Join the LEGO Group?
Joining the LEGO Group means becoming part of a company where creativity, collaboration, inclusion, and continuous learning are at the heart of everything we do.
As a Team Leader within Consumer & Shopper Engagement, you'll have the opportunity to influence the employee experience, shape the consumer journey, and contribute to building lasting relationships with LEGO fans around the world.
Here, you'll do more than lead a team. You'll inspire people, grow talent, and help create memorable experiences every single day.
Ready to help bring the LEGO® Play Promise to life? We'd love to meet you.
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.
