Coordinador/a de Atención al Cliente

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Supervise the customer support operation across all written channels, ensuring quality, response times, and customer experience.

• Lead, develop, and monitor the support team (both internal and external).

• Coordinate with external agencies during high-volume launches.

• Audit conversations to ensure tone, clarity, and brand alignment.

• Collaborate in the co-creation, training, and optimization of AI agents alongside the technical team.

• Create and maintain up-to-date SOPs, FAQs, and knowledge bases.

• Identify patterns, objections, and opportunities from conversations with leads and clients.

• Intervene in complex or escalated cases when necessary.

• Monitor key metrics (response times, conversion rates, satisfaction, etc.) and make data-driven decisions.

⛳️ Requirements

• Over 3 years of experience in customer service, support, or community management.

• More than 1 year of experience leading support or sales teams.

• Excellent written communication skills (empathy, clarity, and approachability).

• Experience working with customer service metrics and indicators.

• Analytical thinking to identify patterns and improvement opportunities.

• Experience in creating SOPs, guides, and operational documentation.

• High level of organization, proactivity, and solution-oriented mindset.

• Nice to Have

• Experience in high-volume environments (launches, info products, online education).

• Familiarity with tools like ManyChat, ClickUp, or similar platforms.

• Experience working with automations or AI agents.

• Knowledge of platforms such as ChatGPT, Claude, Voiceflow, or similar.

• Experience in Customer Success or client retention.

🏝️ Benefits

Conditions

• Work mode: 100% remote.

• Schedule: Monday to Friday + Saturday half-day (LATAM time).

• Flexibility during launches (approximately 3 times a year).

Compensation and Benefits

• 30 days of vacation.

• 24/7 telemedicine services.

• Coaching sessions.

• Card with benefits and cashback.

• Professional growth within an expanding company.

• Ongoing training (including AI tools).