Customer Support Sr Manager

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

Customer Support Sr Manager Location: LATAM Work Model: Fully remote Language: Spanish + English C1/C2

About Koronet

Koronet is the leading vertical SaaS, B2B e-commerce, and payments software company for the over $50 Billion global B2B floral industry. Our solution consists of an inventory and operations management SaaS solution and an e-commerce network that enables end-to-end transactions through the B2B supply chain. Managing many of the largest businesses in the industry, our products help keep florists’ shelves stocked, weddings brightly bloomed, and Valentine’s Day brilliant red. We are the parent company to the leading ERP, operations and e-commerce solutions in the floral industry, including Komet Sales, Axerrio and UNOSOF. The company has teams in Florida, Ecuador, Argentina, Uruguay, Netherlands and Colombia. Our global Network of partners includes hundreds of flower growers, importers, and wholesalers who collectively represent a material portion of the global flower market. Our mission is to be the unified operating floral supply chain by providing mission-critical business operations solutions powering the largest B2B e-commerce network. We are a fast-growing company backed by a leading growth equity fund, fueling our expansion across North America and Europe through both organic growth and acquisitions.

What you will do:

• 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 key performance indicators (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.

What do we expect from you:

• 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 of experience in a leadership role within customer support.
• Strong understanding of SaaS and industries with strategic customer support.
• Bilingual proficiency in English and Spanish.
• Experience with usage-based and subscription-based models.
• Experience with CRMs Service Modules, ideally Salesforce.
• Familiarity with automation tools and processes.
• Excellent communication and interpersonal skills.
• Strategic thinker with the ability to drive results.

What We Offer:

• An independent, flexible, and versatile role within a fast-growing international organization.
• Flexible / Remote working environment.
• We encourage continuous learning and professional growth.
• Compensation: Competitive salary and an indefinite contract, with salary negotiable based on experience.

Why Join Koronet :

• Global and Remote-First: Work with a diverse team across the Americas and Europe, with flexibility to work from anywhere.
• Ownership Culture: We foster an environment where each team member takes ownership and is empowered to contribute to the company's success.
• Growth & Development: We support continuous professional growth and offer financial assistance for technical certifications and other learning opportunities.