Operations Manager (Remote - Mexico)

Zappy; Ciudad de México; A distancia; MXN 1,464,000 - 1,832,000; Jornada completa

Descripción de la vacante

A prominent BPO company is seeking an Operations Manager to oversee customer support delivery. The ideal candidate will lead a team, manage escalations, and optimize processes to ensure service excellence. This role requires 5+ years of experience in managing remote teams, strong CRM knowledge, and exceptional communication skills. Join us to improve customer experience for top technology clients in a fast-paced environment.

Formación

• 5+ years of experience managing customer support or BPO operations teams.
• Strong knowledge of CRM/ticketing systems such as Zendesk or Salesforce.
• Exceptional spoken and written English for virtual communication.

Responsabilidades

• Manage a team of customer experience associates across multi-channel support.
• Act as the point of escalation for complex high-priority tickets.
• Deliver weekly and monthly performance reports to stakeholders.

Conocimientos

Customer support management

Exceptional English communication

Remote team management

CRM system knowledge

Data interpretation skills

Herramientas

Zendesk

Freshdesk

Salesforce Service Cloud

Descripción del empleo

Location: Remote (with flexibility for overlapping U.S. business hours)

About the Role

Zappy BPO is seeking a seasoned Operations Manager to oversee day-to-day delivery for one of our key technology clients. The ideal candidate will be a hands‑on leader with experience managing customer experience teams in a fast‑paced environment. This person will serve as the operational backbone; driving team performance, ensuring SLA adherence, resolving escalations, and coaching a growing team of support professionals to deliver world‑class service.

Key Responsibilities

• Team Leadership & Performance Management
  • Manage a team of customer experience associates handling multi‑channel (chat, email, voice) support
  • Conduct weekly performance reviews, 1:1 coaching, and skill development sessions
  • Track and report KPIs such as CSAT, response time, resolution rate, and backlog health
• Escalation & Incident Management
  • Act as the point of escalation for complex or high‑priority tickets
  • Coordinate cross‑functionally to ensure timely and accurate resolution
  • Identify recurring issues and partner with client‑side stakeholders to address root causes
• Process Optimization & Quality Assurance
  • Develop and refine SOPs to ensure consistent handling of customer issues
  • Lead regular quality audits and calibration sessions to maintain service excellence
  • Implement workflow and CRM improvements to streamline case management and reduce handling time
• Training & Development
  • Design and deliver ongoing product and process training for new and existing team members
  • Partner with internal QA and training teams to update documentation and learning materials as the client’s product evolves
• Operational Reporting & Stakeholder Management
  • Deliver weekly and monthly performance reports highlighting insights, risks, and opportunities for improvement
  • Collaborate with client‑side operations leaders to forecast staffing needs and align resources with volume trends
  • Drive initiatives that improve retention, engagement, and productivity across the support organization

Qualifications

• 5+ years of experience managing customer support or BPO operations teams (preferably in a SaaS, fintech, or consumer tech environment)
• Exceptional spoken and written English; comfortable holding conversations over the phone and Zoom
• Proven success managing remote or distributed teams
• Strong knowledge of CRM/ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
• Excellent communication, data interpretation, and stakeholder management skills.
• Experience with process optimization, QA frameworks, and escalation handling.
• Ability to thrive in a dynamic, growth‑oriented client environment.

Preferred Attributes

• Experience supporting technology or marketplace clients with high transaction volumes
• Familiarity with setting up new accounts, managing client SLAs, and building training programs from the ground up
• A proactive, analytical mindset with a passion for coaching and continuous improvement