Customer Support Manager

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

📋 Description

• Oversee comprehensive service operations throughout the Americas, from initial contact to resolution.

• Establish, monitor, and enhance KPIs such as CSAT, response time, resolution time, backlog, and service quality.

• Develop a Technical Support Center of Excellence, which includes remote support and escalation governance.

• Serve as the primary escalation point for significant customer and technical challenges, facilitating structured root-cause analysis and sustainable solutions.

• Collaborate with Field Service, Technical Experts, Supply Chain, Engineering, Product, Sales, Digital, and global teams to enhance overall performance.

• Lead a vital CRM transition from IFS to Microsoft Dynamics 365 while ensuring stable workflows and keeping customers informed.

• Manage budget delivery, forecasting, and short-, medium-, and long-term priorities in alignment with our service strategy.

⛳️ Requirements

• A minimum of 8 years of experience in customer service, technical support, or service operations, with at least 5 years in leadership roles.

• Proven experience in leading regional, remote, or multidisciplinary teams within a service context.

• Demonstrated experience in establishing or scaling support operations, including escalation frameworks and performance review processes.

• Proficiency in utilizing CRM or ERP data to manage service operations, including cases, escalations, dashboards, and KPIs.

• Background in leading or facilitating CRM or ERP implementations and their adoption in service workflows.

• Willingness to travel across North and Latin America, typically 25 to 50 percent based on business requirements, with the capability to obtain and maintain a valid passport.

• Ability to drive without restrictions in your country of residence.

🏝️ Benefits

• Comprehensive medical, dental, and vision plans with full employee premium coverage.

• 31 days of paid time off annually (including vacation, sick leave, and holidays), increasing with tenure.

• 401(k) plan with a 100% match on the first 4% of employee contributions.

• Eight weeks of fully paid parental leave for eligible employees.

• Up to four days of paid bereavement leave to assist employees during times of personal loss.

• Employee Assistance Program offering support for mental, emotional, and financial well-being.

• An inclusive culture that prioritizes diversity, well-being, and teamwork.

• Global career advancement opportunities with a strong record of internal promotions.

• Proud recipient of the Gold Level 2024 & 2025 Cigna Healthy Workforce Award.