Coordinador de Soporte al Cliente Remoto

Placements24; Morelos; Hybrid; MXN 420,000 - 720,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Learning opportunities

Remote work culture

Job summary

Placements24 is seeking an experienced Coordinador de Soporte al Cliente Remoto to lead a distributed team of remote customer support agents. You will set performance targets, coach staff, and drive initiatives to improve satisfaction, speed, and issue resolution across the support function.

The role requires strong leadership, deep knowledge of customer service best practices, and proven success managing remote teams.

Qualifications

• Minimum of 4 years in customer support with at least 2 years in leadership or supervisory role.
• Proven experience managing remote or distributed teams.
• Strong understanding of customer support best practices, KPIs, and SLAs.
• Excellent leadership, coaching, and interpersonal skills.
• Proficiency in using CRM software, help desk platforms, and remote collaboration tools.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to develop and implement effective support strategies.
• Self-motivated and able to work independently in a remote setting.

Responsibilities

• Lead, manage, and mentor a team of remote customer support representatives.
• Set clear performance goals and KPIs for the support team, monitor progress and provide feedback.
• Develop and implement strategies to improve customer satisfaction, response times, and resolution rates.
• Ensure efficient allocation of resources to meet SLAs.
• Oversee the quality of customer interactions and provide coaching for improvement.
• Identify training needs and facilitate development opportunities for the team.
• Collaborate with other departments to address customer feedback and resolve complex issues.
• Manage and optimize customer support tools and technologies.
• Contribute to the development of support policies and procedures.
• Foster a positive and collaborative remote team environment.

Skills

Leadership

Coaching

Customer service

KPIs

Remote team management

Tools

CRM software

Help desk platforms

Remote collaboration tools

Job description

About the Role

Our client, a dynamic international tech firm, is seeking an experienced and proactive Coordinador de Soporte al Cliente Remoto to lead and manage their remote customer support operations. This pivotal role involves overseeing a team of support agents, ensuring the delivery of exceptional service, and optimizing support processes for a seamless customer experience. You will be responsible for setting performance standards, providing coaching and development, and acting as a key liaison between the support team and other departments. The ideal candidate possesses strong leadership qualities, a deep understanding of customer service best practices, and a proven track record in managing remote teams. This is an exceptional opportunity to shape and grow a critical function within a forward-thinking organization, working entirely from your home office.

Key Responsibilities

Lead, manage, and mentor a team of remote customer support representatives. Set clear performance goals and KPIs for the support team, monitoring progress and providing regular feedback. Develop and implement strategies to improve customer satisfaction, response times, and resolution rates. Ensure efficient and effective allocation of resources to meet service level agreements (SLAs). Oversee the quality of customer interactions and provide coaching for continuous improvement. Identify training needs and facilitate development opportunities for the team. Collaborate with other departments to address customer feedback and resolve complex issues. Manage and optimize customer support tools and technologies. Contribute to the development of support policies and procedures. Foster a positive and collaborative remote team environment.

Requirements

Minimum of 4 years of experience in customer support, with at least 2 years in a leadership or supervisory role. Proven experience managing remote or distributed teams. Strong understanding of customer support best practices, KPIs, and service level agreements. Excellent leadership, coaching, and interpersonal skills. Proficiency in using CRM software, help desk platforms, and remote collaboration tools. Strong analytical and problem-solving skills. Excellent communication skills, both written and verbal. Ability to develop and implement effective support strategies. Self-motivated and able to work independently in a remote setting.

Benefits

This is a fully remote position offering a highly competitive salary, performance bonuses, comprehensive health, dental, and vision insurance, a generous retirement savings plan, paid time off, continuous learning opportunities, and a company culture that champions remote work and employee well-being. Enjoy the flexibility and autonomy of working from home while leading a high-performing team for our client.