Customer Support Manager

Note To Applicants

• Eligibility: This position is open to candidates residing in Latin America.
• Application Language: Please submit your CV in English. Applications submitted in other languages will not be considered.
• Professional Presentation: We encourage you to showcase your professional experience by including a Loom video in the application form. While this is optional, candidates who provide a video presentation will be given priority.

Role Overview

We are seeking an experienced Customer Support Manager to lead and develop our support team. This role involves managing a team of customer support representatives while ensuring the delivery of exceptional customer service through both phone and email channels. The ideal candidate should have at least 3 years of customer support experience, including 1.5 years in a leadership role, with proven ability to coach teams and optimize support operations.

Responsibilities

• Lead and mentor a team of customer support representatives to achieve service excellence
• Develop and implement support strategies, policies, and procedures
• Monitor team performance metrics and provide regular feedback and coaching
• Manage escalated customer issues and support complex problem resolution
• Create and maintain reporting on team performance, customer satisfaction, and key metrics
• Collaborate with other departments to improve customer experience
• Conduct regular team meetings and training sessions
• Oversee scheduling and resource allocation to ensure adequate coverage

Qualifications

• Minimum of 3 years customer support experience with 1.5 years in a leadership role
• Proven track record of managing and developing customer support teams
• Strong understanding of CRM systems and support operations
• Excellence in English communication with demonstrated leadership abilities
• Experience in creating and implementing support processes and procedures
• Strong analytical skills for performance tracking and reporting
• Ability to work US hours and manage a remote team effectively
• Experience with performance management and team development

If this opportunity sounds good to you, send us your resume!