Customer Service Manager

Join Our Team as a Senior Customer Experience Manager

Are you ready to lead and elevate customer support operations in Mexico City? We are on the hunt for a Customer Experience Manager with a knack for transforming the customer journey into long-term satisfaction and business growth.

What You'll Do:

• Strategy Development: Design and implement customer experience strategies, ensuring service standards align across teams to boost satisfaction.
• Support Leadership: Oversee daily support across email, chat, and phone channels, handling high-touch cases like shipment issues and dispute resolution.
• Empathetic Supervision: Lead all escalations with empathy and professionalism, ensuring efficient and cohesive resolution.
• KPI Monitoring: Track critical KPIs such as response time, resolution rate, CSAT, and NPS; use data to identify pain points and guide improvements.
• Team Development: Coach, mentor, and expand the support tea...