Bilingual SaaS Support Senior Manager – Remote LATAM

Koronet; United States; À distance; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Remote work environment

Indefinite contract

Salary negotiable

Professional growth support

Résumé du poste

Koronet is seeking a Senior Customer Support Manager to lead a multilingual, remote team across LATAM and beyond. You will shape support strategy, drive customer satisfaction, and align operations with subscription-based business models using Salesforce and automation tools.

The role requires 4+ years in support, 2+ in leadership, and strong English/Spanish communication in a fast-growing SaaS environment. Remote-friendly with competitive compensation.

Qualifications

• Bachelor's degree in a relevant field; additional certifications are a plus.
• Minimum of 4 years of experience in customer support.
• At least 2 years in a leadership role within customer support.
• Fluency in English and Spanish.
• Experience with usage-based and subscription-based models.
• Experience with CRM Service Modules, ideally Salesforce.
• Familiarity with automation tools and processes.
• Excellent communication and interpersonal skills.
• Strategic thinker with the ability to drive results.

Responsabilités

• Lead and Manage the Customer Support Team: Provide leadership and direction to the customer support team. Foster a customer-centric culture and ensure a high level of customer satisfaction.
• Strategic Planning: Develop and execute strategies to enhance customer support operations. Collaborate with other departments to align customer support with overall business goals.
• Bilingual Expertise: Fluency in both English and Spanish is essential. Effectively communicate with customers and team members in both languages.
• Industry Experience: Proven experience in the SaaS industry. Background in industries where Customer Support is strategic and aspirational.
• Model Familiarity: Experience in industries with a usage-based model and subscription-based model. Understand the nuances and challenges associated with these models.
• CRM and Automation Experience: Proficient in CRMs Service Modules, ideally Salesforce. Experience with automation tools and processes to streamline support operations.
• Performance Metrics: Establish and monitor KPIs for the customer support team. Implement continuous improvement initiatives to enhance support efficiency.
• Team Development: Recruit, train, and develop customer support team members. Foster a positive and collaborative work environment.

Connaissances

Leadership

Bilingual (English/Spanish)

SaaS knowledge

Customer-centric

Strategic planning

KPIs & analytics

Team development

Communication

Formation

Bachelor's degree in relevant field

Outils

Salesforce

Description du poste

Koronet is seeking a Senior Customer Support Manager to lead a multilingual, remote team across LATAM and beyond. You will shape support strategy, drive customer satisfaction, and align operations with subscription-based business models using Salesforce and automation tools.

The role requires 4+ years in support, 2+ in leadership, and strong English/Spanish communication in a fast-growing SaaS environment. Remote-friendly with competitive compensation.