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Job Title: Remote Customer Support Manager (100% Work From Home)
Location: Remote from Mexico
Position Type: Full-time (Employee Contract)
Salary: MX 33,333 to MX 40,000 per month depending on experience. Payment frequency: Payout is on the 15th and 30th of each month.
Schedule: Monday to Friday - 11:00 AM to 8:00 PM US Central Time (CST)
Job Overview:
Our client is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home. They currently have over 1,000 remote employees worldwide.
Responsibilities:
- Influence, lead, coach, and empower the team through motivation and encouragement to accomplish team goals and foster a positive team culture.
- Accomplishes customer service human resource objectives by recruiting, selecting, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; and enforcing policies and procedures.
- Achieves customer service objectives by contributing and making recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change.
- Being able to interpret data that translates into action to improve the team.
- Monitors the overall health of the support system, including, but not limited to, live ticket queues, live channel queues, major bugs, and staff availability.
- Involved in determining customer service employee requirements by maintaining contact with employees to assess areas of improvement by reviewing operational environments, conducting surveys, benchmarking best practices, analyzing information and applications.
- Improve customer service quality by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.
- Responsible for providing employees with technical resources and advice, resolving problems, and disseminating advisories, warnings, and new techniques.
- Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.
- Act as an escalation point for high-severity customer issues that arise from within the team, directly from customers, or from other High-Level functions.
- Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.
Qualifications, Skills, and Key Competencies:
- Fluent in English and Spanish — both spoken and written.
- Demonstrated verbal and written communication skills.
- Associate's/ Bachelor's degree or equivalent work experience
- 3+ Years of experience managing technical support teams, ideally in a high-volume, customer-facing environment
- SaaS software experience
- Experience with tools like Zendesk, Freshdesk, Zoho, Salesforce, HighLevel
- Proven track record leading 10+ member teams, with a track record of driving performance and engagement. Project management skills
- Leading a results-driven team
- People manager at heart, you love mentoring, coaching and developing your team
- Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role
- Ability to build and maintain relationships internally across teams and externally with customers
- Excellent listening, presentation and communication skills at all levels
- The ability to partner with customers and team members in developing their strategic direction
- Technically curious - you leverage data automation and tools to improve support outcomes. Strong customer-facing communication and problem-solving skills
- Must be a go-getter and not afraid to ask questions and seek better ways of working
- Proficiency in basic computer applications, including excel or other reporting tools
Benefits:
- Aguinaldo (Christmas Bonus)
- Paid Vacation & Vacation Bonus
- Vacation Bonus (Prima Vacacional):
- Social Security (IMSS)
- Overtime Pay
- Teleworker Allowance: 500 MXN for internet, 600 MXN for electricity
- Plus additional benefits
Application Disclaimer: Please Read Before Proceeding
To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
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All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.
We appreciate your interest and look forward to reviewing your application!