Mx Customer Support Manager New Mexico City

hace 3 semanas

Xico, México Sporty Group A tiempo completo

At Sporty, you'll lead our newly formed customer support operations team in Mexico, ensuring millions of daily global users receive efficient, empathetic, and high-quality service. You'll manage frontline teams, oversee escalated cases, and drive improvements in processes, tools, and training. Working closely with global stakeholders, you'll make sure our support in Mexico is aligned with Sporty's customer-first vision.What you'll be doingCustomer Experience & Strategy: Develop and execute customer support strategies that improve satisfaction, reduce response times, and optimize the overall support journey.Escalated Case Management (L2): Oversee and resolve complex or high-priority customer issues, ensuring fair and timely resolutions. Act as the final point of escalation before senior leadership.Team Leadership: Manage, mentor, and develop the support team to handle inquiries effectively, maintain service quality, and grow their professional skills.Process & Quality Improvement: Continuously review and refine support processes, knowledge bases, and escalation frameworks to enhance efficiency and consistency.Cross-Functional Collaboration: Partner with product, engineering, and operations teams to surface customer insights and implement improvements across the business, e.g., co-ordinating outbound call campaigns and customer interviews to gain insights for Product teams.Performance Monitoring: Define and track KPIs (e.g., CSAT, resolution times, first contact resolution) and use data to drive decision-making.Stakeholder Management: Build strong relationships with internal and external partners to ensure alignment and smooth handling of customer needs.Training & Enablement: Ensure the team stays updated on Sporty's products and services to deliver accurate and effective support.What you'll bringNative Spanish (spoken and written) + fluent English.Experience leading customer support teams in tech, fintech, or gaming.Proven ability to manage escalated (L2) cases and deliver timely resolutions.Strong leadership, motivation, and management skills, with the ability to lead and mentor a growing team of customer service representatives.Analytical mindset with experience using metrics and data to optimize support.If you're interested, we encourage you to apply Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours.#J-*****-Ljbffr

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