Gerente de Soporte al Cliente Remoto: Liderazgo estratégico

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

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.