About the Role

Our client, a dynamic international tech firm, is seeking an experienced and proactive Coordinador de Soporte al Cliente Remoto to lead and manage their remote customer support operations. This pivotal role involves overseeing a team of support agents, ensuring the delivery of exceptional service, and optimizing support processes for a seamless customer experience. You will be responsible for setting performance standards, providing coaching and development, and acting as a key liaison between the support team and other departments. The adecuado candidate possesses strong leadership qualities, a deep understanding of customer service best practices, and a proven track record in managing remote teams. This is an exceptional opportunity to shape and grow a critical function within a forward-thinking organization, working entirely from your home office.

Key Responsibilities

Lead, manage, and mentor a team of remote customer support representatives. Set clear performance goals and KPIs for the support team, monitoring progress and providing regular feedback. Develop and implement strategies to improve customer satisfaction, response times, and resolution rates. Ensure efficient and effective allocation of resources to meet service level agreements (SLAs). Oversee the quality of customer interactions and provide coaching for continuous improvement. Identify training needs and facilitate development opportunities for the team.



Collaborate with other departments to address customer feedback and resolve complex issues. Manage and optimize customer support tools and technologies. Contribute to the development of support policies and procedures. Foster a positive and collaborative remote team environment.

Requirements

Minimum of 4 years of experience in customer support, with at least 2 years in a leadership or supervisory role. Proven experience managing remote or distributed teams. Strong understanding of customer support best practices, KPIs, and service level agreements. Excellent leadership, coaching, and interpersonal skills. Proficiency in using CRM software, help desk platforms, and remote collaboration tools. Strong analytical and problem-solving skills. Excellent communication skills, both written and verbal. Ability to develop and implement effective support strategies. Self-motivated and able to work independently in a remote setting.

Benefits

This is a fully remote position offering a highly competitive salary, performance bonuses, comprehensive health, dental, and vision insurance, a generous retirement savings plan, paid time off, continuous learning opportunities, and a company culture that champions remote work and employee well-being. Enjoy the flexibility and autonomy of working from home while leading a high-performing team for our client.

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📌 Coordinador de Soporte al Cliente Remoto (México)
🏢 Placements24
📍 México