Jefe de Atención al Cliente

Tires and Parts Inc; Ciudad de México; Presencial; MXN 1,424,000 - 1,781,000; Jornada completa

Descripción de la vacante

A leading automotive supply company in Mexico City is looking for a Head of Customer Support to establish the support department. The ideal candidate will combine technical skills with customer empathy, leading a team from the ground up. Responsibilities include strategic leadership in the setup of office operations, optimizing workflows, and managing marketplace performance. Candidates should have significant experience in e-commerce customer service, strong CRM skills, and fluency in both Spanish and English.

Formación

• 3+ years in E-commerce or marketplace customer service.
• 1+ year in a leadership role overseeing recruitment and training.
• Deep understanding of seller dashboards for Amazon, eBay, and Walmart.
• Understanding of dropshipping workflows is preferred.
• Experience with CRM tools like Gorgias or Zendesk.
• Advanced proficiency in Excel and Airtable.
• Project management experience using tools like Asana.

Responsabilidades

• Oversee the implementation of AI for call greetings and tracking.
• Lead the search and setup of the support office location.
• Manage performance metrics across Walmart, eBay, and Amazon.
• Handle escalated customer issues with professionalism.
• Analyze support metrics to identify improvement areas.

Conocimientos

E-commerce customer service experience

Leadership and team management

Communication in Spanish

Near-native English proficiency

Technical configuration skills

CRM software proficiency

Data analytics

Project management tools usage

Educación

Bachelor's degree

Herramientas

Gorgias

Zendesk

Excel

Airtable

Asana

Stripe

PayPal

ShipStation

Descripción del empleo

Overview

Head of Customer Support (Technical & Operations) – a root-level leadership role to build the support department from the ground up. Architect systems, automate workflows, and establish the physical office of our support operations. The ideal candidate combines customer empathy with modern technical execution, comfortable with LLMs, AI-driven automation, and complex call routing configurations. You are not required to code, but you should have the technical ability to configure modern tools without waiting for a developer.

Key Responsibilities

1. Strategic Technical Leadership & Automation
   • AI Integration: Oversee the implementation of custom-trained AI for call greetings, tracking requests, and delivery estimates. Collaborate with technical teams on LLM fine-tuning.
   • System Architecture: Independently configure virtual phone lines and advanced call routing (mapping logic to either AI agents or live staff).
   • Process Optimization: Connect modern tools and automate repetitive tasks to ensure a lean, high-efficiency department.
2. Department Setup & Physical Operations
   • Office Launch: Lead the search, leasing, and setup of a physical office space for the on-premise support team (supported by executive travel for initial setup).
   • Team Building: Own the full recruitment lifecycle—hiring, onboarding, and training the initial support cohort.
   • SOP Development: Create high-quality Standard Operating Procedures (SOPs), training materials, and documentation to ensure team scalability.
3. Support Operations & Marketplace Management
   • Marketplace Oversight: Manage health and performance metrics across Walmart, eBay, and Amazon (Late shipments, negative feedback, seller ratings).
   • Escalation Management: Handle high-level customer escalations with calm, professional, and effective solutions.
   • Data Analytics: Analyze call recordings, message trends, and support metrics to identify core friction points and iterate on solutions.

Required Qualifications

1. Experience
   • 3+ years in E-commerce or Marketplace customer service.
   • 1+ year in a leadership role (recruitment, management, and training).
   • Marketplace Expertise: Deep understanding of seller dashboards for Amazon, eBay, and Walmart.
2. Dropshipping Knowledge: (Preferred) Understanding of dropshipping workflows and logistics.
3. Technical Proficiency
4. CRM Expertise: Power-user level experience with Gorgias, Zendesk, or similar platforms.
5. Data Tools: Advanced proficiency in Excel and Airtable.
6. Project Management: Experience using Asana or similar workflow tools.
7. Payment Gateways: Familiarity with Stripe and PayPal dashboards for refund/dispute management.
8. Logistics Tools: Experience with ShipStation or similar shipping software.
9. Communication & Language
   • Spanish
   • English: Near-native fluency with zero or minimal accent. Ability to communicate complex ideas clearly and concisely.

Who You Are

• Technically Independent: You don’t use excuses like “waiting on the technical team.” You are eager to learn back-end configurations yourself.
• An Architect, Not Just a Manager: You prefer building systems and teaching others rather than following a preset manual.
• Calm Under Pressure: You maintain a high level of stress resistance and can navigate complex customer disputes without losing focus.
• Automations-First: You have a natural instinct to solve problems through technology and structured data.

Job Conditions

This is a management founding role with significant autonomy.

Location: on site (after we open the office)

Compensation: competitive salary in USD; final offer based on experience and discussed during the interview.

Requerimientos- Educación mínima: Educación superior - Licenciatura

5 años de experiencia

Idiomas: Inglés

Edad: entre 25 y 56 años

Palabras clave: lider, jefe, gerente, manager, director, chief, lead, jefatura, regente, care, costumer, cliente