Support Manager

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

📋 Description

• Serve as the representative voice of the customer within the organization, advocating for their support and technical requirements.

• Oversee the team's case queue to ensure cases are addressed in a timely manner.

• Escalate complex technical issues that cannot be resolved by support agents on their own.

• Handle escalations and provide appropriate updates to leadership and managers in the Service Delivery Organization.

• Track team performance, deliver regular feedback, and conduct performance assessments.

• Enhance support processes and workflows to boost customer satisfaction and operational efficiency.

• Promote knowledge sharing among team members.

• Perform regular evaluations of team capacity and strategize for both current and future growth.

• Identify risks and gaps within the support team and client accounts, reporting them as necessary.

• Assist in developing solutions and action plans for operational and support initiatives.

⛳️ Requirements

• Over 5 years of experience in IT Customer Support Management.

• Bachelor’s degree in Computer Science, Management Information Systems, or a related field.

• Excellent customer IT service abilities with strong multitasking capabilities.

• Proficient analytical, communication, and problem-solving skills.

• Proficiency in English.

• Preferred: Extensive knowledge of Logistics/Transportation Management Software.

• Preferred: Familiarity with cloud infrastructure and services, including AWS, Azure, Oracle Cloud Infrastructure (OCI), and Google.

• Preferred: Proven dedication to continuous improvement and team development.

🏝️ Benefits

• An equal-opportunity employer dedicated to fostering inclusion in the workplace.

• Reasonable accommodations may be provided for individuals with disabilities during the recruitment process.