Gerente de Soporte al Cliente

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

About the Role

Our client, WhatJobs Direct, is seeking an experienced and dynamic Customer Support Manager to lead their team in Tlalnepantla, State of Mexico . This hybrid role requires a leader who can effectively manage both on-site and remote team members, ensuring the delivery of exceptional customer service. You will be responsible for overseeing daily operations, developing strategies to improve customer satisfaction, and coaching your team to achieve their full potential. This is a leadership opportunity for individuals passionate about customer advocacy and operational excellence.

Key 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, providing regular feedback, coaching, and performance reviews.
• Analyze customer feedback and service metrics to identify areas for improvement and implement solutions.
• Manage escalated customer issues, ensuring timely and satisfactory resolution.
• Collaborate with other departments to align customer support strategies with overall business objectives.
• Optimize support processes and workflows for efficiency and effectiveness, leveraging technology.
• Manage the hybrid work schedule for the team, ensuring adequate coverage and team cohesion.

Requirements

• Proven experience in a customer support management or supervisory role.
• Demonstrated ability to lead and motivate a team in a hybrid work environment.
• Strong understanding of customer service principles and best practices.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Proficiency in CRM software and customer support management tools.
• Exceptional communication and interpersonal skills.
• Bachelor's degree in Business Administration, Management, or a related field is preferred.
• Ability to manage resources effectively and drive operational efficiency.

Benefits

Our client offers a competitive salary, comprehensive benefits package including health insurance, and opportunities for professional growth and leadership development. This hybrid role in Tlalnepantla provides the flexibility to balance remote work with in-office collaboration. You will have the opportunity to shape the customer support experience and make a significant impact on the company's success. Join a leading organization that values its employees and invests in their career advancement. We are committed to creating a supportive and rewarding work environment.