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Manager Customer Support

1 hour, 44 minutes ago
Mexico
Full-time
Senior
Customer Support
Customer and Technical Support
Salesforce Zoho CRM
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HighLevel

HighLevel

HighLevel provides an all-in-one sales and marketing platform that agencies can white label and resell, offering tools and resources designed to help businesses consolidate their marketing efforts and achieve their growth objectives.

Internet Software & Services
251-1K
Founded 2018
$60M raised
View All Jobs 83

Description

  • Lead, coach, motivate, and empower the customer support team to achieve team goals and maintain a positive team culture.
  • Recruit, schedule, assign, counsel, and evaluate customer support employees while enforcing policies and procedures.
  • Develop and implement action plans, productivity standards, quality standards, and customer service standards to meet service level agreements.
  • Monitor the health of the support operation, including ticket queues, channel queues, major bugs, and staff availability.
  • Identify customer service trends, analyze data, and recommend system or process improvements to improve outcomes.
  • Improve support processes by studying, evaluating, redesigning, and implementing changes to service workflows and metrics.
  • Serve as an escalation point for high-severity customer issues from the team, customers, or other internal functions.
  • Provide employees with technical resources, guidance, advisories, and problem-solving support.
  • Collaborate with other teams and stakeholders to resolve problems and support strategic customer service planning.
  • Stay current with job knowledge through training, professional reading, networking, and participation in professional organizations.

Requirements

  • Fluent in both English and Spanish, spoken and written.
  • Strong verbal and written communication skills.
  • Associate's or bachelor's degree, or equivalent work experience.
  • 3+ years of experience managing technical support teams, ideally in a high-volume, customer-facing environment.
  • Experience working in SaaS software environments.
  • Experience with support and CRM tools such as Zendesk, Freshdesk, Zoho, Salesforce, or HighLevel.
  • Proven track record leading teams of 10+ members and driving performance and engagement.
  • Project management skills and experience leading results-driven teams.
  • Strong collaboration, time-management, influencing, and prioritization skills.
  • Ability to build and maintain relationships internally and externally with customers.
  • Excellent listening, presentation, and communication skills at all levels.
  • Ability to partner with customers and team members on strategic direction.
  • Technical curiosity and comfort using data, automation, and tools to improve support outcomes.
  • Strong customer-facing communication and problem-solving skills.
  • Proficiency in basic computer applications, including Excel or other reporting tools.

Benefits

  • Remote work location in Mexico.
  • Equal Opportunity Employer status.
  • Participation in an affirmative action-compliant hiring process.
  • Use of AI tools in hiring with final decisions made by humans.

Interested in this position?

Apply directly on the company website

Apply Now

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