About the Role
A growing SaaS company is seeking an experienced Director of Customer Experience to lead and scale its customer-facing operations, encompassing technical support, service delivery, and customer success. The Director of Customer Experience will be responsible for the overall operational performance of the customer support organization, including service-level execution, escalation management, workforce planning, quality assurance, operational reporting, and continuous improvement. Beyond operational excellence, this role plays a critical part in customer retention and revenue growth, ensuring customers successfully adopt and continue using the company’s solutions while identifying opportunities to increase engagement, reduce churn, and protect recurring revenue. The adecuado candidate is a hands-on, results-oriented leader capable of bringing structure, accountability, visibility, and execution discipline to a fast-moving environment characterized by technical complexity, evolving processes, and high customer expectations.

Key Responsibilities
• Lead day-to-day customer operations across technical support, and service-related activities.
• Drive operational discipline and standardize execution across a multichannel support environment, including email, voice, and chat.
• Develop reporting frameworks and dashboards that provide actionable visibility into team performance, bottlenecks, staffing requirements, and customer-impacting trends.
• Identify opportunities to protect and grow revenue from existing customer accounts through improved service delivery, proactive engagement,



and stronger customer relationships.
• Reduce customer churn and revenue erosion attributable to poor support experiences, operational friction, or unresolved service issues.
• Establish and enforce operational policies, accountability frameworks, and performance expectations.
• Optimize workforce management, support processes, technology, and incident response to improve efficiency, service quality, and customer retention.
• Enhance the end-to-end customer journey through better onboarding, self-service, AI-driven automation, and cross-functional collaboration to reduce friction and improve satisfaction.
• Develop high-performing teams, establish accountability, and collaborate across departments to strengthen customer retention, drive revenue growth, and support business scalability. Qualifications
• 5+ years of leadership experience in customer operations, technical support, service delivery, or related operational environments.
• Proven experience scaling customer-facing teams in SaaS, infrastructure, or technically complex environments, with strong knowledge of support operations, SLAs, KPIs, and service management.
• Demonstrated ability to improve operational efficiency, accountability, and performance through analytics, reporting, workforce management, and support technology optimization.
• Strong people leadership, coaching, and team development skills, combined with excellent communication, decision-making, and incident management capabilities under pressure.
• Excellent written and verbal communication skills in English and Spanish.

📌 Director of Customer Experience (México)
🏢 Confidential
📍 México