Manager Customer Support

HighLevel; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A digital marketing platform is looking for a Manager of Customer Support in Mexico. The candidate will lead a bilingual team focused on customer satisfaction and operational excellence. This role requires excellent communication skills and a background in managing technical support teams within a fast-paced environment. The ideal candidate has experience in SaaS and tools such as Zendesk and Salesforce. You will empower your team through effective coaching and foster a positive work culture.

Formación

• 3+ years of experience managing technical support teams in a customer-facing environment.
• Proven track record leading 10+ member teams.
• Strong customer-facing problem-solving skills.

Responsabilidades

• Lead and coach the customer support team to achieve goals.
• Manage human resources functions including recruiting and scheduling.
• Monitor support systems' health and employee performance.

Conocimientos

Fluent in English and Spanish

Verbal and written communication skills

Project management skills

Strong collaboration and time-management

Customer-facing communication

Analysing information and applications

Educación

Associate's/Bachelor's degree or equivalent work experience

Herramientas

Zendesk

Freshdesk

Zoho

Salesforce

HighLevel

Descripción del empleo

About Us

HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel enables users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.

Our People

With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We cultivate a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact

Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark. We help make that happen.

Learn more about us on our YouTube Channel or Blog Posts.

Who you are:

The Manager of Customer Support is responsible for the supervision and operational management of a customer-centric workforce focused on solving issues for our customers. The manager will also work closely with other functional units to meet defined service level agreements and achieve high levels of customer satisfaction. You embody and promote HighLevel\'s core values, fostering a culture of collaboration, accountability, and innovation across the team.

What You’ll Do

• Influence, lead, coach, and empower the team through motivation and encouragement to accomplish team goals and foster a positive team culture.
• Accomplish customer service human resource objectives by recruiting, selecting, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures.
• Achieve customer service objectives by contributing and making recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change.
• Interpret data that translates into action to improve the team.
• Monitor the overall health of the support system, including live ticket queues, live channel queues, major bugs, and staff availability.
• Determine customer service employee requirements by maintaining contact with employees to assess areas of improvement by reviewing operational environments, conducting surveys, benchmarking best practices, analysing information and applications.
• Improve customer service quality by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analysing results; and implementing changes.
• Provide employees with technical resources and advice, resolving problems, and disseminating advisories, warnings, and new techniques.
• Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organisations.
• Act as an escalation point for high-severity customer issues that arise from within the team, directly from customers, or from other HighLevel functions. Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.

Experience / Education / Certifications Required

• Fluent in English and Spanish — both spoken and written.
• Demonstrated verbal and written communication skills.
• Associate\'s/ Bachelor\'s degree or equivalent work experience; 3+ years of experience managing technical support teams, ideally in a high-volume, customer-facing environment; SaaS software experience; experience with tools like Zendesk, Freshdesk, Zoho, Salesforce, HighLevel; proven track record leading 10+ member teams with driving performance and engagement.
• Project management skills; leading a results-driven team; people manager at heart, you love mentoring, coaching and developing your team.
• Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role.
• Ability to build and maintain relationships internally across teams and externally with customers.
• Excellent listening, presentation and communication skills at all levels.
• The ability to partner with customers and team members in developing their strategic direction.
• Technically curious - you leverage data automation and tools to improve support outcomes.
• Strong customer-facing communication and problem-solving skills.
• Must be a go-getter and not afraid to ask questions and seek better ways of working.
• Proficiency in basic computer applications, including Excel or other reporting tools.

Equal Employment Opportunity Information

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

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