important it company at the latin american level, growth requires: customer service manager customer service manager responsible for managing customer-facing it/telecom services, ensuring service quality, customer satisfaction, operational performance, and effective coordination across technical and virtual teams.

required experience

- 5+ years of experience in customer service / service management (run) within the telecom or it industry.
- proven experience managing customer-facing relationships , service performance, escalations, and operational governance.
- experience leading virtual/multidisciplinary teams in dynamic and customer-driven environments.
- strong communication, stakeholder management, and problem-solving skills.

technical knowledge

- solid technical understanding of connectivity, voice, cloud and sd-wan services.
- knowledge of microsoft teams and enterprise communication solutions.
- experience working with or managing environments involving cisco and fortinet technologies.
- ability to understand technical issues, coordinate technical teams, assess impacts,



and communicate solutions effectively to customers.

key responsibilities

- manage the customer relationship and act as the primary service management point of contact .
- ensure operational performance, sla compliance, incident/escalation management, and continuous service improvement.
- coordinate technical teams during the cisco-to-fortinet migration project , ensuring service continuity and effective communication with the customer.
- drive governance, status reporting, risks, issues, and action plans across stakeholders.

work model posibiliry of 2 days per week at the office in monterrey, mexico . Combination of run service management and project/migration activities .

advanced conversational english and spanish essential (will be evaluated). If you are a foreingner residing in mexico, you must have a valid ine, curp, nss and rfc.

job type : on site. Location : monterrey, mexico. Salary : $90,000 gross.

benefits

- benefits : excellent superior benefits.

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📌 Customer service manager - on site in monterrey
🏢 Gsb Solutions
📍 Monterrey