Customer Support Manager - Hybrid Leadership & Growth

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

Benefits offered by this job

Health insurance

Hybrid work environment

Leadership development opportunities

Professional growth opportunities

Job summary

WhatJobs Direct is seeking an experienced Customer Support Manager to lead a hybrid team in Tlalnepantla, State of Mexico. You will oversee daily operations, develop strategies to improve customer satisfaction, coach your team, and align support with business goals.

This leadership role offers opportunities for growth and impact within a dynamic organization focused on customer advocacy and operational excellence.

Qualifications

• Experience leading customer support teams or supervisors.
• Ability to motivate a team in a hybrid work environment.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving, decision-making, and conflict-resolution skills.

Responsibilities

• Lead, mentor, and manage a team of customer support representatives, fostering a high-performance culture.
• Develop and implement customer service policies, procedures, and quality standards.
• Monitor team performance with regular feedback, coaching, and reviews.
• Analyze customer feedback and metrics to identify improvements and implement solutions.
• Manage escalated customer issues ensuring timely resolution.
• Collaborate with other departments to align support with business goals.
• Optimize support processes and workflows leveraging technology.
• Manage the hybrid schedule to ensure coverage and cohesion.

Skills

Leadership

Communication

CRM software proficiency

Hybrid work management

Customer service principles

Education

Bachelor's degree in Business Administration/Management

Tools

CRM tools

Job description

WhatJobs Direct is seeking an experienced Customer Support Manager to lead a hybrid team in Tlalnepantla, State of Mexico. You will oversee daily operations, develop strategies to improve customer satisfaction, coach your team, and align support with business goals.

This leadership role offers opportunities for growth and impact within a dynamic organization focused on customer advocacy and operational excellence.