Customer Support Manager

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

📋 Description

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

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

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

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

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

• Lead a crucial CRM migration from IFS to Microsoft Dynamics 365, ensuring stable workflows and keeping customers informed throughout the transition.

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

• As a people manager, foster an environment where team members understand success metrics, feel comfortable voicing their opinions, and are empowered to perform at their best.

⛳️ Requirements

• 8+ years of experience in customer service, technical support, or service operations, including over 5 years in team leadership roles.

• Proven experience in managing regional, remote, or multidisciplinary teams in a service-oriented environment.

• Familiarity with establishing or scaling support operations, incorporating escalation frameworks and performance review cycles.

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

• Experience in leading or assisting with CRM or ERP implementations and their integration into service workflows.

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

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

🏝️ Benefits

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

• 31 days of paid time off annually (including vacation, sick days, and holidays), with increases based on tenure.

• A 401(k) plan featuring a 100% match on the first 4% of your contributions.

• 8 weeks of fully paid parental leave available for eligible employees.

• Up to 4 days of paid bereavement leave to assist employees during personal loss.

• Employee Assistance Program focused on mental, emotional, and financial well-being.

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

• Opportunities for global career advancement backed by a strong internal promotion track record.

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