Manager, Customer Support (Shift 11am-7pm CDT, Monday-Friday)

Do work that matters.

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating the timely communications when an emergency threatens personal safety and business continuity.

Our core values drive us in our important mission of keeping people safe:

• We’re humans not robots
• Customers always come first
• We work better together
• Simplicity is our strength
• Our reputation is priceless
• Hard work pays off

Our Manager, Customer Support (Shift 11am-7pm CDT, Mon-Fri) is essential to ensuring AlertMedia customers have an excellent experience and achieve their goals, leading to customer retention and growth. We are seeking a leader who will grow and mentor our Customer Support team. This role will report to the Director, Global Customer Operations.

What you get to do every day:

• Partner with leadership team to develop and deliver on customer experience initiatives needed to support our tremendous customer growth.
• Attract, mentor, and grow our talent, in partnership with our talent acquisition and hiring leaders.
• Regularly engage with customers to build strong relationships with senior leaders inside customer organizations and identify both risk and opportunity for growth.
• Cultivate cross-functional and cross-region relationships internally, and evaluate data to identify meaningful trends for stakeholders.
• Strategize with the CSMs to ensure customers are seeing the value of AlertMedia.
• Solves problems with customers and teammates, and identify opportunities for improved operational efficiency.
• Manage customer escalations from your team.
• Conduct regular career engagement discussions with direct reports.

What you bring to the role:

• Minimum of 5 years of experience in a customer support lead/manager role within a customer organization within a tech/SaaS organization.
• Compassionate people manager who is committed to attracting, developing, and retaining exceptional talent.
• Results-driven leader who is not afraid to roll up their sleeves.
• Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
• Strong problem-solving abilities and a customer-first mindset, with a passion for delivering exceptional customer experiences.
• Salesforce experience required.
• Zendesk or other ticketing system required, Gainsight experience is a plus.
• Able to work specified shift: 11am-7pm CDT, Monday through Friday.
• Outstanding communication skills and ability to effectively work cross-functionally in a fast-paced challenging environment.
• English proficiency (written and oral) is required.
• This is a hybrid position (2 days a week) in the Reforma area of Mexico City, where you’ll get to collaborate with our amazing engineering, product, and customer operations team.

Why you’ll love working at AlertMedia:

• Competitive Base Salary.
• Annual Company Bonus.
• 100% paid Medical, Dental, and Vision benefits for employees.
• Christmas Bonus (Aguinaldo).
• Holiday and Vacation Days.
• Additional Vacation Bonus.
• All computer equipment provided to our employees.
• Amazing rewards and incentives – we love celebrating each other.
• A Best Places to Work company 9 years in a row and numerous other awards.
• Ongoing career development opportunities through our Learning & Development team - we love investing in our people!

About AlertMedia:

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, In-N-Out, and Walmart—in more than 130 countries.

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.

Come join us in our mission to save lives and minimize loss through effective communication.

AlertMedia does not currently sponsor applicants for work visas.

By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/.