Remote Customer Service Manager - Strategy & Coaching

Ford Rivera; Apizaco; Remote; MXN 600,000 - 900,000; Full time

Job summary

Ford Rivera is seeking an accomplished Remote Customer Service Manager to lead a distributed support team. This role sets strategic direction for service operations, drives a high-performance culture, and ensures exceptional client experiences from a remote setting.

You will coach and develop a team of professionals, optimize processes, monitor KPIs, and collaborate with other departments to align customer experience objectives while managing budgets and resources for the function.

Qualifications

• Proven experience in customer service management.
• Strong leadership and people-development skills.
• Ability to manage remote teams and drive performance.

Responsibilities

• Lead, mentor, and manage a remote customer service team to achieve performance goals and KPIs.
• Develop and implement customer service strategies, policies, and procedures to enhance efficiency and customer satisfaction.
• Monitor service levels, analyze performance data, and identify areas for improvement.
• Oversee escalation resolution of customer issues and complaints.
• Foster a positive and productive team environment, promoting collaboration and professional development.
• Collaborate with other department heads to ensure alignment on customer experience objectives.
• Manage budgets and resources effectively for the customer service department.

Job description

Ford Rivera is seeking an accomplished Remote Customer Service Manager to lead a distributed support team. This role sets strategic direction for service operations, drives a high-performance culture, and ensures exceptional client experiences from a remote setting.

You will coach and develop a team of professionals, optimize processes, monitor KPIs, and collaborate with other departments to align customer experience objectives while managing budgets and resources for the function.