Customer Support Manager

hace 2 semanas

Xico, México Blueconic, Inc. A tiempo completo

OverviewAt BlueConic we're reinventing how businesses grow by transforming customer data into real-time intelligence and action.ResponsibilitiesAs a Customer Support Manager at BlueConic, your role is pivotal in ensuring the success of our global support organization.You are responsible for leading a frontline support team, driving operational excellence through KPIs, and innovating with AI and automation to scale processes.You will also play a key role in premium support delivery, incident management, and cross-functional collaboration across the revenue organization.Lead and develop a team of Customer Support Representatives (CSRs), ensuring timely, high-quality responses to customer inquiries and escalations.Track, analyze, and report on Support KPIs, creating accountability and continuous improvement across the team.Design and run incident management processes, ensuring efficiency, clear communication, and rapid resolution.Support the delivery of premium support services and utilization tracking, ensuring commitments are met and resources are used effectively.Partner with Product, Customer Success, and Enablement teams to deliver customer feedback, create knowledge content, and streamline workflows.> Leverage AI andautomation tools (e.G., n8n, Zapier, Workato) to design, implement, and optimize workflows that scale support operations.Serve as a role model for customer empathy, coaching CSRs on balancing efficiency with exceptional customer experiences.Actively contribute to quarterly product feedback processes, representing the voice of the customer internally.Collaborate within the Revenue organization to ensure Support efforts align with company growth and retention goals.Qualifications4–6 years of demonstrated success in B2B SaaS customer support, with at least 2 years in a people management role.Proven ability to design, implement, and track Support KPIs.Hands-on experience in Support Operations, with a record of process improvement and scaling.Technical exposure to automation and workflow tools (e.G., n8n, Zapier, Workato) with the ability to design and implement automated solutions.Strong background in incident management and handling escalations.Experience in premium support / service delivery and utilization tracking.Excellent communication and leadership skills, with a passion for coaching and developing teams.You'll stand out if you have experience working as part of a Revenue organization or closely with revenue-aligned teams.About BlueConicBlueConic is the leading Customer Growth Engine, helping brands unlock the full value of their customer data.By combining AI-powered intelligence with real-time activation, BlueConic enables businesses to drive growth, increase retention, and optimize revenue.Over 500 brands including ASICS, Forbes, Heineken, L'Oréal, Mattel, Michelin, Telia Company, and Unilever use BlueConic to create meaningful relationships and drive long-term business impact.#J-*****-Ljbffr

  • Customer Support Manager

    hace 2 semanas

    Xico, México Blueconic A tiempo completo

    **Hybrid / Mexico City****Hurry up!We've got a dream to build!**At BlueConic, we're reinventing how businesses grow by transforming customer data into real-time intelligence and action.As the creators of the industry's first Customer Growth Engine (CGE), we help brands move beyond traditional CDPs to a smarter, faster model for growth—powered by AI, built...

  • Customer Support Manager –

    hace 2 semanas

    Xico, México Everscale Group A tiempo completo

    OverviewLeader in the global support organization, ensuring operational excellence, efficient incident management, and outstanding customer experiences.This role involves managing a team of Customer Support Representatives, driving performance through KPIs, and leveraging AI and automation to streamline workflows and improve scalability.The manager will...

  • Manager, Customer Support

    hace 2 semanas

    Xico, México Restaurant365 A tiempo completo

    Restaurant365 is seeking a dynamic and experienced **Customer Support Manager** to lead our nearshore support team based in Mexico.This team operates under an Employer of Record (EOR) partnership, but you will serve as the **direct people leader**—responsible for day-to-day performance, development, communication, and alignment with our US-based Support...

  • Customer Support Manager — Ai-Driven Global Ops Lead

    hace 2 semanas

    Xico, México Blueconic A tiempo completo

    A leading Customer Engagement platform is looking for a Customer Support Manager in Xico, Mexico.In this role, you will manage a dedicated team, drive operational excellence through KPIs, and innovate support processes using AI tools.Ideal candidates are experienced in B2B SaaS support and possess strong leadership skills.Join us to transform customer data...

  • Technical Support Manager

    hace 2 semanas

    Xico, México Cambridge University Press & Assessment A tiempo completo

    **Technical Support Manager****Salary: Competitive****Location: Mexico City (hybrid, minimum 2 days a week in the office)****Contract: Full time, Permanent**We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.We're looking for a permanent **Technical...

  • Customer Support Manager — Ai-Driven, Kpi-Driven Leader

    hace 2 semanas

    Xico, México Everscale Group A tiempo completo

    A global support organization seeks a Customer Support Manager to lead a team of Customer Support Representatives in Xico, Veracruz.This role emphasizes managing performance through KPIs, enhancing customer experiences using AI and automation, and collaborating with cross-functional teams.The ideal candidate will have 4-6 years in B2B SaaS support, including...

  • Ai-Driven Customer Support Leader

    hace 2 semanas

    Xico, México Blueconic, Inc. A tiempo completo

    A leading customer growth platform in Veracruz is seeking an experienced Customer Support Manager to lead a frontline support team.Responsibilities include driving operational excellence via KPIs, innovating with automation tools, and ensuring premium support delivery.The ideal candidate has 4-6 years in B2B SaaS support and at least 2 years of management...

  • Remote Customer Service Manager

    hace 2 semanas

    Xico, México Persona A tiempo completo

    A global talent agency is hiring a Customer Service Manager (Work From Home) to lead customer support operations.This role requires excellent leadership, a customer-centric approach, and a knack for conflict resolution.Ideal candidates will have a degree in Business or a related field, 3-5 years in customer service (with 2 years managerial experience), and...

  • Technical Support Manager

    hace 2 semanas

    Xico, México Cambridge University Press & Assessment A tiempo completo

    **Salary**:- Competitive**Location**:- Mexico City**Country**:- Mexico**Business Unit**:- Operations**Vacancy Type**:- Permanent**Closing Date**:- 17 February ******Meet the recruiter**:- Shamsher BurhmSalary**:_ _**CompetitiveLocation: Mexico City (hybrid, minimum 2 days a week in the office)Contract: Full time, PermanentWe are Cambridge University Press &...

  • Remote Customer Service Manager — Lead Global Support

    hace 2 semanas

    Xico, México Persona A tiempo completo

    A leading talent agency is seeking a Customer Service Manager to oversee their support operations.This role requires strong leadership skills, a customer-centric approach, and the ability to ensure high customer satisfaction.The ideal candidate will have a bachelor's degree and 3-5 years of customer service experience, with at least 2 years in a managerial...