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-ter

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