Postúlate en Kit Empleo: kitempleo.com.mx/empleo/59dcb1

Who you are

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The Manager of Customer Support is responsible for the supervision and operational management of a customer-centric workforce focused on solving issues for our customers.

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The manager will also work closely with other functional units to meet defined service level agreements and achieve high levels of customer satisfaction.

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You embody and promote HighLevel's core values, fostering a culture of collaboration, accountability, and innovation across the team.

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What You'll Do

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Influence, lead, coach, and empower the team through motivation and encouragement to accomplish team goals and foster a positive team culture.

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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.

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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.

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Being able to interpret data that translates into action to improve the team.

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Monitors the overall health of the support system, including, but not limited to, live ticket queues, live channel queues, major bugs, and staff availability.

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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, analysing information and applications.

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Improve customer service quality by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analysing results; and implementing changes.

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Responsible for providing employees with technical resources and advice, resolving problems, and disseminating advisories, warnings, and new techniques.

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Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organisations.

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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.

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Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.

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Experience / Education / Certifications Required:

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Fluent in English and Spanish — both spoken and written.

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Demonstrated verbal and written communication skills.

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Associate's/Bachelor's degree or equivalent work experience.

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3+ years of experience managing technical support teams, ideally in a high-volume, customer-facing environment SaaS software experience.

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Experience with tools like Zendesk, Freshdesk, Zoho, Salesforce, HighLevel.

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Proven track record leading 10+ member teams, with a track record of driving performance and engagement.

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Project management skills.

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Leading a results-driven team.

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People manager at heart, you love mentoring, coaching and developing your team.

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Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role.

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Ability to build and maintain relationships internally across teams and externally with customers.

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Excellent listening, presentation and communication skills at all levels.

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The ability to partner with customers and team members in developing their strategic direction.

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Technically curious — you leverage data automation and tools to improve support outcomes.

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Strong customer-facing communication and problem-solving skills.

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Must be a go-getter and not afraid to ask questions and seek better ways of working.

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Proficiency in basic computer applications, including Excel or other reporting tools.

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Equal Employment Opportunity Information The company is an Equal Opportunity Employer.

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As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information.

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This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements.

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Providing this information is voluntary and refusal to do so will not affect your application status.

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This data will be kept separate from your application and will not be used in the hiring decision.

Postúlate en Kit Empleo: kitempleo.com.mx/empleo/59dcb1

📌 Manager Customer Support (México)
🏢 HighLevel
📍 México