Customer Service Manager - ON SITE in Monterrey

GSB Solutions; Monterrey; Presencial; MXN 914.000 - 1.095.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Office in Monterrey

Hybrid work model

Descripción de la vacante

GSB Solutions seeks a Customer Service Manager to oversee customer-facing IT/Telecom services, ensuring service quality and customer satisfaction. You will coordinate virtual teams and manage escalations in a fast-paced environment.

Requirements include 5+ years in service management, strong communication, and the ability to drive governance and improvements across multiple stakeholders. On-site Monterrey with some office presence needed.

Formación

• 5+ years in Customer Service / Service Management (RUN) within IT/Telecom.
• Proven track record managing customer-facing relationships and service performance.
• Experience leading virtual/multidisciplinary teams in dynamic, customer-driven environments.
• Strong communication, stakeholder management, and problem-solving skills.

Responsabilidades

• Manage the customer relationship and act as the primary service management point of contact.
• Ensure operational performance, SLA compliance, incident/escalation management, and continuous service improvement.
• Coordinate technical teams during the Cisco-to-Fortinet migration project, ensuring service continuity and clear customer communication.
• Drive governance, status reporting, risks, issues, and action plans across stakeholders.

Conocimientos

Communication skills

Stakeholder management

Problem solving

Team leadership

Herramientas

Connectivity & SD-WAN

Microsoft Teams

Cisco & Fortinet environments

Descripción del empleo

Important IT company At the Latin American level, growth requires: Customer Service Manager Customer Service Manager responsible for managing customer-facing IT/Telecom services, ensuring service quality, customer satisfaction, operational performance, and effective coordination across technical and virtual teams.

Required Experience

• 5+ years of experience in Customer Service / Service Management (RUN) within the Telecom or IT industry.
• Proven experience managing customer-facing relationships , service performance, escalations, and operational governance.
• Experience leading virtual/multidisciplinary teams in dynamic and customer-driven environments.
• Strong communication, stakeholder management, and problem-solving skills.

Technical Knowledge

• Solid technical understanding of Connectivity, Voice, Cloud and SD-WAN services.
• Knowledge of Microsoft Teams and enterprise communication solutions.
• Experience working with or managing environments involving Cisco and Fortinet technologies.
• Ability to understand technical issues, coordinate technical teams, assess impacts, and communicate solutions effectively to customers.

Key Responsibilities

• Manage the customer relationship and act as the primary service management point of contact .
• Ensure operational performance, SLA compliance, incident/escalation management, and continuous service improvement.
• Coordinate technical teams during the Cisco-to-Fortinet migration project , ensuring service continuity and effective communication with the customer.
• Drive governance, status reporting, risks, issues, and action plans across stakeholders.

Work Model Posibiliry of 2 days per week at the office in Monterrey, Mexico . Combination of RUN Service Management and project/migration activities .

ADVANCED CONVERSATIONAL ENGLISH AND SPANISH ESSENTIAL (Will be evaluated). If you are a foreingner residing in Mexico, you must have a valid INE, CURP, NSS and RFC.

Job type : ON SITE. Location : Monterrey, Mexico. Salary : $90,000 gross.

Benefits

• Benefits : Excellent superior benefits.