Customer Service Leader

Globant; Monterrey; Presencial; MXN 550.000 - 850.000; Jornada completa

Descripción de la vacante

Globant is seeking a Customer Service Leader in Monterrey, Mexico to lead a high‑performing team serving US‑based partners. You will own the post‑sales journey, ensure world‑class service delivery, and drive renewals with Sales and Support.

The role emphasizes coaching, data‑driven improvements, and collaboration with cross‑functional teams to exceed customer expectations in a digital era.

Formación

• Proven track record leading B2B Customer Service teams.
• Experience with post‑sales lifecycle management.
• Strong data‑driven decision making and KPI tracking.
• Bachelor’s degree in Business, Operations, or related fields.

Responsabilidades

• Coach and develop a team of Customer Service Associates, setting priorities and managing performance.
• Oversee onboarding and the post‑sales journey to ensure retention and satisfaction.
• Track metrics, identify risks using data, and implement process improvements.
• Serve as the main point of contact for complex customer issues.
• Partner with Sales and Support to drive renewals and service enhancements.

Conocimientos

Team Leadership

CX Ownership

Operations

Escalations

Collaboration

Educación

Bachelor’s degree in Business/Operations

Herramientas

Cloud CRM

AI Chatbots

CDP

Omnichannel Systems

Descripción del empleo

At Globant, we are working to make the world a better place, one step at a time. We enhance business development and enterprise solutions to prepare them for a digital future. With a diverse and talented team present in more than 30 countries, we are strategic partners to leading global companies in their business process transformation.

We are seeking a Customer Service Leader who shares our passion for innovation and change. In this role, you will be the bridge between our technology and our US-based partners, leading a high‑performing team to exceed personalized consumer expectations in the digital era.

This is a hands‑on leadership position. You will be responsible for the performance, results, and engagement of the Customer Service team, ensuring world‑class service delivery throughout the post‑sales lifecycle.

This job can be filled in Monterrey, Mexico.

Key Responsibilities

• Team Leadership: Coach and develop a team of Customer Service Associates, setting priorities and managing performance.
• CX Ownership: Oversee onboarding and the post‑sales journey to ensure retention and satisfaction.
• Operations: Track metrics, identify risks using data, and implement process improvements.
• Escalations: Serve as the main point of contact for complex customer issues.
• Collaboration: Partner with Sales and Support to drive renewals and service enhancements.

What will help you succeed

• English: C1 Advanced (Daily interaction with US stakeholders).
• Experience: Proven track record leading B2B Customer Service or Client Services teams.
• Tech Stack: Familiarity with Cloud CRM, AI Chatbots, Customer Data Platforms (CDP), and Omnichannel Systems.
• Knowledge: Understanding of SLA management, API basics, and Security Compliance (GDPR/CCPA).
• Education: Bachelor’s degree in Business, Operations, or related fields.

We may use AI and machine learning technologies in our recruitment process. Globant is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. Globant is also committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.