About the Position

We are looking for a Customer Service Manager to lead the creation and development of our Customer Service department in Mexico.

This position will be responsible for building processes, developing teams, establishing service standards, and ensuring an exceptional customer experience across all support channels.

We are looking for someone with leadership, operational focus, and a passion for customer service, capable of building a customer-centric culture from day one.

What You'll Do

• Lead and develop the Customer Service department from its launch.
• Supervise the daily operations of the different service channels.
• Design and implement service processes, procedures, and standards.
• Recruit, train, and develop the Customer Service team.
• Manage escalations and complex customer situations.
• Monitor key performance and service quality indicators.
• Collaborate with areas such as Payments, Risk, Marketing, CRM, and Compliance.
• Identify opportunities to improve customer experience and operational efficiency.
  
  

What We Are Looking For

• Experience leading customer service or customer support teams.
• Proven ability to develop people and build high-performing teams.
• Excellent leadership, communication, and problem-solving skills.
• Experience managing customer service operations in dynamic environments.
• Customer-oriented and continuous improvement mindset.
• Ability to make decisions and manage complex situations.
• Professional proficiency in both Spanish and English.
  
  

What We Offer

• Competitive salary commensurate with experience and skills.
• Statutory benefits in accordance with Mexican labor law.
• Opportunity to build and lead a department from its early stages.
• Direct participation in operational and strategic decisions.
• High level of autonomy and responsibility.
• Professional growth opportunities as the company continues to expand.
• Professional, collaborative, and growth-oriented work environment.