Postúlate en Kit Empleo: kitempleo.com.mx/empleo/54n3dv

Pluxee is a global player in Employee Benefits and Engagement that operates in 28 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Well-‏being, Lifestyle, Reward & Recognition, and Public Benefits. Powered by leading technology and more than 5,600 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 37 million+ consumers, and 1.7 million+ merchants. Conducting business for more than 45 years, Pluxee is committed to creating a positive impact on local communities, supporting well-‏being at work for employees, and protecting the planet.

We are seeking a Customer Service Manager who will lead the department’s operations and report directly to the VP of Operations. This position will oversee a team of 40+ call center agents and will be responsible for ensuring operational excellence, meeting key business metrics, and supporting team development. The role will have a direct impact on customer service quality, process efficiency, and the implementation of customer loyalty initiatives.

Your next challenge:

- Lead and manage the daily workflow of the Customer Service department, ensuring operational efficiency and high service quality.
- Oversee and develop a team of 40+ call center agents, driving performance, engagement, and continuous improvement.
- Define, implement, and monitor customer service objectives and key business metrics (KPIs).




- Support recruitment and onboarding processes to strengthen the team’s capabilities and growth.
- Contribute to the design and implementation of customer loyalty and retention initiatives.
- Ensure accurate documentation and tracking of all customer interactions.
- Address and resolve complex customer inquiries when necessary.
- Collect and implement customer feedback to continuously improve service quality and processes.
- Monitor daily operational performance and ensure alignment with business targets.
- Generate detailed reports and insights on customer interactions, service performance, and operational outcomes.
- Identify and implement training and development opportunities for team members.
- Manage and oversee the Customer Service department budget.
- Collaborate with senior leadership and key stakeholders, reporting directly to the Director of Operations.

You’re a match:

- Completed university degree (Bachelor’s degree required).
- Proven experience of 3+ years leading large-scale Customer Service or Call Center operations (40+ team members), preferably in call center pure players or in B2B/B2C companies.
- Strong analytical and data-driven mindset, with experience using metrics to drive operational improvements.




- Ability to present insights and operational updates clearly to senior stakeholders.
- Advanced English proficiency (required), including the ability to deliver presentations and communicate with international teams.
- Senior profile with strong leadership, initiative, and critical thinking skills.
- Ability to challenge processes constructively and drive continuous improvement.
- Strong stakeholder management and cross-functional collaboration skills.
- Experience developing high-performing teams and fostering a culture of accountability and service excellence.

Your location:

Hybrid and adaptable work model based in Mexico City.

☀️ Happy at work:

1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.

2) A great culture: People matter – a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun!

3) An empowering environment: Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.

Postúlate en Kit Empleo: kitempleo.com.mx/empleo/54n3dv

📌 Gerente de Servicio al Cliente ( Call Center ) (México)
🏢 Pluxee
📍 México