Job description

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: Excellent superior benefits.

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📌 Customer Service Manager - ON SITE in Monterrey
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📍 Monterrey