Customer Service Manager

Plaza 10 Producciones S de RL de CV; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A customer service-focused company in Mexico City is seeking an experienced Customer Service Manager to lead support operations for the U.S. market. This hybrid role requires strong leadership skills and a passion for customer experience. Candidates should have at least 3 years in customer service leadership, excellent English communication skills, and familiarity with CRM systems. Competitive salary and remote-first culture offered.

Servicios

Competitive salary and benefits package

Flexible work schedule

Opportunities for growth

Collaborative team environment

Formación

• Minimum 3 years in customer service leadership roles.
• Strong understanding of U.S. customer expectations.
• Comfortable with remote team management.

Responsabilidades

• Lead customer service representatives for U.S. clients.
• Develop customer service policies and standards.
• Monitor performance metrics for service quality.

Conocimientos

Leadership

Communication in English

Data analysis

Bilingual (English/Spanish)

Herramientas

Zendesk

Salesforce

Descripción del empleo

About the Role

We're seeking a dynamic and experienced Customer Service Manager to lead our customer support operations for the U.S. market. Based in Mexico City, this hybrid role offers the flexibility of remote work while staying connected to a vibrant local team. If you're passionate about delivering exceptional customer experiences and thrive in a fast-paced, cross-border environment, we'd love to meet you.

Key Responsibilities

• Lead and manage a team of customer service representatives supporting U.S.-based clients.
• Develop and implement customer service policies, procedures, and standards.
• Monitor performance metrics and drive continuous improvement in service quality.
• Handle escalated customer issues with professionalism and efficiency.
• Collaborate with cross-functional teams (Sales, Product, Operations) to ensure seamless customer interactions.
• Provide coaching, training, and development opportunities for team members.

Requirements

• Proven experience in customer service leadership roles (minimum 3 years).
• Strong understanding of U.S. customer expectations and service standards.
• Excellent communication skills in English (spoken and written).
• Comfortable working remotely and managing virtual teams.
• Ability to analyze data and make strategic decisions based on insights.
• Experience with CRM systems and customer support platforms (e.g., Zendesk, Salesforce).

Preferred Qualifications

• Bilingual (English/Spanish).
• Experience in e-commerce, SaaS, or tech-driven customer service environments.
• Familiarity with U.S. business culture and time zones.

What We Offer

• Competitive salary and benefits package.
• Flexible work schedule with remote-first culture.
• Opportunities for growth and professional development.
• A collaborative and inclusive team environment.