Remote CX Operations Lead for Tech SaaS

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

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.