About the role
Drivers Verification Group Lead
Department: Safety Support Operations
Employment Type: Full Time
Location: Mexico
Description
We are seeking a Group Lead (Supervisor) it will be responsible for the operational management of a team of users verification agents, ensuring service quality, efficiency, and achievement of key performance metrics. The role combines people management, process control, and data-driven decision-making, while acting as a bridge between frontline operations and business stakeholders.Key Responsibilities
- Direct management of a team of 20-25 support agents
- Shift supervision and real-time workload management
- Task distribution and queue monitoring to ensure SLA compliance
- Workforce planning: scheduling, vacations, and shift coverage
- Monitoring and analysis of key KPIs (AHT, SLA productivity, etc.)
- Regular 1:1 meetings, performance reviews, and feedback sessions
- Identifying performance gaps and implementing improvement plans
- Coaching and mentoring team members
- Quality assurance oversight and calibration with QA teams
- Ensuring adherence to internal policies, procedures, and compliance standards
- Identifying process inefficiencies and driving improvements
- Onboarding and continuous training of agents
- Development of training materials and knowledge base contributions
- Supporting skill development and career growth within the team
Skills, Knowledge & Expertise
- Bachelor’s degree in Management, Business, Data Analysis or related field
- Strong leadership and people management skills
- Analytical thinking and ability to work with performance metrics
- Excellent communication and stakeholder management skills
- Problem-solving and decision-making abilities
- Advanced user of Google Workspace (Sheets, Docs, Slides)
- English proficiency: B1 or higher
- Hybrid work model: two working days followed by two days off, with working hours from 8:00 a.m. to 8:00 p.m.
Job Benefits
- Opportunity for advancement and upward mobility within the organization, allowing for increased levels of responsibility and growth within the company
- Hybrid work
About inDriver
InDrive is a global mobility and urban services platform. In addition to ride-hailing, inDrive provides an expanding list of urban services, including intercity transportation, freight delivery, task assistance, courier delivery, and employment search. InDrive operates in more than 614 cities across 47 countries. It supports local communities via its peer-to-peer payment model and community empowerment programs, which help advance education, sports, arts and sciences, gender equality, and other vital initiatives.
Other roles at inDriver
Refer someone
Know someone great for this role?
Share your link. If they get hired through Standout, you get $3,000.
Job details
Location
Mexico
Funding
Total raised
$387M
Last stage
Series C
Investors
Founders
What happens next.
No applications, no recruiter spam. Just the intro.
Confirm the fit
A few questions to make sure this role is the right shape for you. Two minutes.
I pitch you to the company
I write the intro, send it to the founder, and handle the back-and-forth.
A meeting lands on your calendar
If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.