Senior Customer Support Manager

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

📋 Description

• Oversee and direct the customer support team.

• Provide strategic leadership and guidance to the customer support team.

• Cultivate a customer-focused culture to ensure elevated customer satisfaction.

• Design and implement strategies aimed at improving customer support operations.

• Collaborate with various departments to ensure customer support aligns with overall business objectives.

• Communicate effectively with both customers and team members in English and Spanish.

• Set and track key performance indicators (KPIs) for the customer support team.

• Initiate continuous improvement projects to boost support efficiency.

• Recruit, train, and nurture customer support team members.

• Promote a positive and collaborative workplace environment.

⛳️ Requirements

• Bachelor’s degree in a relevant discipline; additional certifications are advantageous.

• At least 4 years of experience in customer support.

• Minimum of 2 years in a leadership position within customer support.

• Strong comprehension of SaaS and industries requiring strategic customer support.

• Bilingual proficiency in English and Spanish.

• Experience with usage-based and subscription-based business models.

• Familiarity with CRM Service Modules, preferably Salesforce.

• Knowledge of automation tools and processes.

• Excellent communication and interpersonal abilities.

• Strategic thinker with a proven ability to achieve results.

🏝️ Benefits

• An independent, flexible, and versatile position within a rapidly growing international organization.

• Flexible and remote working environment.

• Opportunities for continuous learning and professional development.

• Financial support for technical certifications and other educational opportunities.

• Competitive salary.

• Indefinite contract.

• Negotiable salary based on experience.

• Collaborate with a diverse team across the Americas and Europe, with the flexibility to work from any location.

• Ownership culture empowering you to contribute to the success of the company.