Job Description

Who will you be working with?

You will be the Customer Support Manager for our RailConnect suite of products. Our RailConnect software powers railroads to operate efficiently. You will lead and manage a team of support agents by collaborating, coaching, training, and leading by example.

Our customers include field engineers, distributors, sales staff, certified support providers, integrators, IT staff, and end users. This leader is responsible for fostering and encouraging continuous improvement, contributing knowledge, championing productivity programs, and acting as a change agent to support these functions. This role is a team player and is expected to support other teams as needed.

How will you make a difference?

As a member of the Logistics Support Team, you will be responsible for leading a team of customer support agents, managing their support KPIs such as ticket reply time and case quality, and coaching and developing your team members.





You will act as an escalation point for your team on critical issues while also engaging customers to improve their experience. You will partner with Product, Engineering, and Commercial to drive customer retention and product improvements. Key projects and initiatives you drive include SOP creation and usage, and AI-powered support. You will report to the Director of Customer Support.

What do we want to know about you?
- BA/BS degree in business or technical discipline or a two-year diploma, or extensive customer support background considered with appropriate experience.
- At least 3 years of leadership experience in corporate environment or military.
- At least 2 years of experience in a phone, e-services, or onsite IT support environment.
- 3+ years of railroad or shipper experience preferred.
- Experience managing technical support call centers or NOCs is a plus.
- Experience using PowerBI, Salesforce, and FullStory a plus.
- Experience with LMS and training programs a plus, KCS understanding is a

📌 Customer Support Manager (Guadalajara)
🏢 Wabtec
📍 Guadalajara