Customer Experience Manager — People Leader

Langford Staffing; Región Centro; On-site; MXN 514,000 - 588,000; Full time

Job summary

Langford Staffing is recruiting for an established Canadian residential real estate services company that manages relationships between property owners, residents, internal teams, and external service partners. The Customer Service Manager will directly manage a team of client-facing employees, overseeing workload, service quality, documentation, performance, and client-retention results.

This is a formal people-management position with direct reports.

Qualifications

• 4+ years in customer experience or related recurring-service roles.
• At least 2 years of formal people-management with direct reports.
• Experience coaching, evaluating performance, and addressing underperformance.
• Experience handling escalations, renewals, and client-retention risks.
• Experience assigning work, deadlines, and accountability.
• Experience coordinating across departments, vendors, or partners; familiarity with KPIs/CRM/ticketing.
• Excellent written and spoken English.
• Strong organization, judgment, prioritization, and follow-through.
• Able to work independently during Eastern Time hours.
• Reliable internet and a professional calls setup.

Responsibilities

• Directly manage, coach, and evaluate client-facing employees.
• Assign workloads and ensure priorities and deadlines are understood.
• Conduct one-on-one meetings, coaching, and performance reviews.
• Investigate missed commitments, repeated complaints, and incomplete documentation.
• Create performance-improvement plans and recommend reassignment when needed.
• Oversee onboarding, check-ins, and follow-ups with clients.
• Identify at-risk clients and lead service-recovery efforts.
• Monitor renewals and client-retention activities.
• Oversee escalated concerns, overdue payments, and compliance matters.
• Coordinate service requests across departments and external partners.
• Hold employees and service partners accountable for commitments.
• Ensure processes and documentation standards are followed.
• Evaluate root causes of performance problems and take corrective actions.
• Produce reports on client risks, overdue work, and team performance.

Job description

Langford Staffing is recruiting for an established Canadian residential real estate services company that manages relationships between property owners, residents, internal teams, and external service partners. The Customer Service Manager will directly manage a team of client-facing employees, overseeing workload, service quality, documentation, performance, and client-retention results.

This is a formal people-management position with direct reports.