Customer Support Manager – Technical Customer Support

Do you have experience leading teams and are you passionate about providing excellent customer service? We are looking for a person with experience in Customer Support, team leadership, and the establishment of metrics/KPIs, capable of ensuring quality service and effectively following up on our customers' needs.

Requirements:

• +4 years of experience in Customer Support / Customer Service
• +4 years of experience leading and managing teams of +10 collaborators.
• Experience developing, establishing, and following up on metrics and KPIs
• Advanced English C1-C2 (spoken and written)
• Experience in technical Customer Support
• Knowledge of HTML, CSS, and JavaScript (preferred)
• Excellent communication and customer service skills
• Experience in problem-solving and handling situations with customers
• Excellent organization, follow-up, and analytical capacity
• Ability to work under pressure and make decisions
• Good proficiency with computer equipment and spreadsheets
• Experience training, developing, and coaching personnel
• Availability to relocate to La Paz, B.C.S., if you currently reside outside the city.

Some functions:

• Supervise and lead the Customer Support team
• Follow up on performance and achievement of objectives
• Develop, establish, and monitor team metrics and KPIs
• Provide coaching and training to personnel
• Handle escalations and special situations with customers
• Support in resolving customers' technical problems
• Ensure an excellent customer experience and service
• Identify areas of opportunity and propose process improvements
• Support the onboarding of new members
• Follow up on the achievement of team metrics and objectives

What we offer:

• Working days: Monday-Friday, 8:00 am - 4:45 pm
• Benefits superior to those required by law
• Job stability

-Requirements-

• Minimum education: Upper secondary education - Bachillerato General
• 4 years of experience
• Languages: English
• Knowledge: Gestión de equipos, Liderazgo, Pensamiento analítico, Resolución de problemas, Capacitación de personal, Css, Html, Javascript, Kpis, Organización, Soporte técnico, Coaching, Comunicación efectiva, Atención al cliente
• Availability for change of residence: Yes

Keywords:

apoyo, support, soporte, lider, jefe, gerente, manager, director, chief, lead, jefatura, regente