LATAM Support Operations Manager – AI-Driven Service Leader

Adecco; Naucalpan de Juárez; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Adecco is seeking a Manager, Support Operations LATAM to lead regional support operations across Mexico, Brazil, and other Latin American markets. This hands-on leadership role focuses on delivering exceptional customer experience, achieving service excellence, and developing teams.

You will drive SLA compliance, optimize support processes, and partner with Product, Engineering, and Global teams to implement automation, AI-enabled support, and continuous improvement.

Qualifications

• 5+ years of experience in customer support, technical support, service delivery, or support operations.
• 2+ years of people leadership experience managing frontline support teams.
• Experience with SLA-driven operations, escalations, backlog, and KPIs.
• Experience with distributed, multicultural LATAM teams.
• Strong analytical and problem-solving skills.
• Professional fluency in English and Spanish.
• Portuguese language skills are a significant advantage.

Responsibilities

• Lead and develop support teams across multiple LATAM countries.
• Own service delivery performance, including SLA compliance, response times, backlog management, ticket quality, and customer satisfaction.
• Manage critical customer escalations and ensure timely resolution and communication.
• Drive operational consistency across regional teams while adapting to local business needs.
• Analyze performance metrics and transform data into actionable improvement plans.
• Collaborate with Product, Engineering, Vendors, and Global Leadership teams.
• Identify opportunities to leverage automation, self-service solutions, and AI-driven support capabilities.

Skills

Customer support

People leadership

Data analysis

English fluency

Spanish fluency

Tools

Zendesk

Jira Service Management

ServiceNow

Job description

Adecco is seeking a Manager, Support Operations LATAM to lead regional support operations across Mexico, Brazil, and other Latin American markets. This hands-on leadership role focuses on delivering exceptional customer experience, achieving service excellence, and developing teams.

You will drive SLA compliance, optimize support processes, and partner with Product, Engineering, and Global teams to implement automation, AI-enabled support, and continuous improvement.