Gerente de Soporte al Cliente (Remoto)

Placements24; Saltillo; Hybrid; MXN 700,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Fully remote work

Bonus potential based on performance

Health benefits

Home office setup allowance

Stock options or equity

Professional development

Job summary

Placements24 is seeking an experienced Gerente de Soporte al Cliente to lead remote customer support operations from anywhere. The role focuses on developing strategies that improve service levels, coach a distributed team, and drive customer satisfaction with strong cross-functional collaboration.

The ideal candidate has 5–7 years in customer support, including 2–3 years in management, and a proven track record in remote team leadership and process optimization.

Qualifications

• Bachelor's degree in Business Administration, Management, or related field; Master's degree is a plus.
• Minimum 5-7 years in customer support with at least 2-3 years in a leadership role.
• Proven experience managing remote teams and distributed operations.
• Strong understanding of customer service principles, metrics, and best practices.

Responsibilities

• Lead, mentor, and manage a remote team of customer support representatives.
• Develop and implement customer support strategies, policies, and procedures.
• Set performance goals and metrics for the support team, monitoring progress and providing feedback.
• Ensure the delivery of high-quality customer service across all support channels.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Implement best practices for customer issue resolution and escalation processes.
• Manage the customer support budget and resource allocation effectively.
• Collaborate with Sales, Product, and Engineering to improve the customer experience.
• Oversee selection, training, and development of support staff.
• Drive initiatives to increase customer satisfaction, loyalty, and retention.

Skills

Remote leadership

Strategy development

Performance metrics

Budget management

Cross-functional collaboration

CRM proficiency

Analytical thinking

Communication

Education

Bachelor's degree in Business Administration/Management or related

Tools

CRM software

Customer support platforms

Job description

Our client is seeking an experienced and results-oriented Gerente de Soporte al Cliente to lead their remote customer support operations. This leadership position is critical for developing and executing strategies that ensure exceptional customer service, drive team performance, and enhance overall customer satisfaction. You will be responsible for managing a team of support professionals, implementing best practices, and fostering a customer-centric culture within a fully remote setting. We are looking for a strategic thinker with a proven track record in customer support management and a passion for empowering teams. This is a significant opportunity to shape the future of customer service for our organization from anywhere. If you are a motivated leader ready to make a substantial impact, this role in Saltillo, Coahuila is an excellent fit.

Key Responsibilities

• Lead, mentor, and manage a remote team of customer support representatives.
• Develop and implement customer support strategies, policies, and procedures.
• Set performance goals and metrics for the support team, monitoring progress and providing feedback.
• Ensure the delivery of high-quality customer service across all support channels.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Implement best practices for customer issue resolution and escalation processes.
• Manage the customer support budget and resource allocation effectively.
• Collaborate with other departments (Sales, Product, Engineering) to improve the overall customer experience.
• Oversee the selection, training, and development of support staff.
• Drive initiatives to increase customer satisfaction, loyalty, and retention.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; Master's degree is a plus.
• Minimum of 5-7 years of experience in customer support, with at least 2-3 years in a management or leadership role.
• Proven experience managing remote teams and distributed operations.
• Strong understanding of customer service principles, metrics, and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in CRM software and customer support platforms.
• Strategic thinking and strong analytical and problem-solving abilities.
• Ability to develop and execute effective customer support strategies.
• Experience in developing and delivering training programs.
• Demonstrated ability to drive continuous improvement and innovation.

Benefits

• Highly competitive salary and executive-level benefits package.
• Significant bonus potential based on team and company performance.
• Fully remote work arrangement offering unparalleled flexibility.
• Opportunity to lead and shape a key department within the company.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Professional development and leadership training opportunities.
• Allowance for home office setup and continuous connectivity.
• Employee stock options or equity.
• Regular virtual leadership meetings and team-building activities.