Join Our Team as a Senior Customer Experience Manager

Are you ready to lead and elevate customer support operations in Mexico City? We are on the hunt for a Customer Experience Manager with a knack for transforming the customer journey into long-term satisfaction and business growth.

What You'll Do:

- Strategy Development: Design and implement customer experience strategies, ensuring service standards align across teams to boost satisfaction.
- Support Leadership: Oversee daily support across email, chat, and phone channels, handling high-touch cases like shipment issues and dispute resolution.
- Empathetic Supervision: Lead all escalations with empathy and professionalism, ensuring efficient and cohesive resolution.
- KPI Monitoring: Track critical KPIs such as response time, resolution rate, CSAT, and NPS; use data to identify pain points and guide improvements.
- Team Development: Coach, mentor, and expand the support teamleading hiring, onboarding, and performance coaching.
- Documentation Ownership: Manage customer-facing documentation, automate workflows, and enhance internal knowledge-sharing.
- Customer Advocacy: Represent the customer in leadership discussions, translating insights into impactful product and service enhancements.

What We're Looking For:

- 2+ years in customer experience, client services, or customer operations, with a track record in service improvement and team leadership.
- Leadership experience managing support teams,



hiring, and coaching agents.
- Deep empathy, excellent communication, and problem-solving skills.
- Fluent in English (spoken and written); additional languages are a bonus.
- Based in Mexico City with full availability for on-site work.
- Comfort with CRM and support platforms (e.g., Front, Shopify); confident using data for decision-making.
- Personal interest or knowledge in luxury goods (e.g., watches, collectibles) is highly desirable.
- Strategic & Analytical Thinking: Diagnose issues using data and plan for long-term service improvement.
- Leadership & Coaching: Guide support teams for consistent growth and impact.
- Customer Advocacy: Deliver premium-level service and foster loyalty.
- Cross-functional Collaboration: Align support initiatives with broader business goals.
- Operational Excellence: Strong organization, adaptability, and multi-tasking skills.

Why Join Us?

- Take on a leadership-level role where you'll directly shape customer experience processes.
- Collaborate with an international organization at the forefront of luxury e-commerce.
- Competitive local salary with performance-based incentives and benefits.
- Be part of a fast-growing culture that rewards innovation, ownership, and team excellence.

Ready to make an impact in the luxury e-commerce world? Apply now to be a part of our dynamic team!

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📌 Customer Service Manager (Ciudad de México)
🏢 Kelly Services
📍 Ciudad de México