Customer Service Manager

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 experience for our customers across all customer service channels.

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

What you will do

• Lead and develop the Customer Service department since its launch.
• Supervise the daily operation of the different channels of care.
• Design and implement processes, procedures, and service standards.
• Recruiting, training and developing the customer service team.
• Managing escalations and complex situations related to customers.
• Monitor performance indicators and service quality.
• Collaborate with areas such as Payments, Risk, Marketing, CRM and Compliance.
• Identify opportunities to improve the customer experience and operational efficiency.

What we are looking for

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

What we offer

• Competitive salary based on experience and skills.
• Legal benefits in accordance with Mexican labor legislation.
• Opportunity to build and lead a department from its very beginning.
• Direct participation in operational and strategic decisions.
• High level of autonomy and responsibility.
• Opportunities for professional growth as the company continues to expand.
• Professional, collaborative and growth-oriented work environment.