Bilingual Customer Service Manager

**Job Title**: Bilingual Customer Service Manager (Independent Contractor)**Company**: 24HR Sliding Door Repair**Location**: Mexico City, Mexico (On-site)**Compensation**: $30,000 MXN Monthly (via Independent Contractor Agreement)**About Us**24HR Sliding Door Repair is a leading US-based company specializing in the expert repair and maintenance of sliding doors.As we undergo an exciting nationwide expansion in the United States, we are building a foundational customer service hub in the vibrant heart of Mexico City.This is a unique opportunity for an experienced professional to build a critical operation from the ground up and grow with us.**Position Overview**We are seeking a highly experienced and entrepreneurial **Bilingual Customer Service Manager** to build, lead, and inspire our new customer service and dispatch team on a professional services contract basis.This pivotal role is responsible for architecting a world-class customer experience from our Mexico City office.You will be the founder of a team that serves as the central point of contact for all our US clients, coordinating technician schedules, and ensuring every customer interaction is seamless and professional.This role requires a proven leader with the demonstrated ability to build teams and create efficient systems from scratch.**Key Responsibilities**- **Team Building & Leadership**: Recruit, hire, train, and onboard a high-performing team of Customer Service Representatives and Dispatchers.- **Operational Management**: Lead, mentor, and manage the daily operations of the customer service and dispatch team to ensure all performance goals are met.- **Process Development**: Design and implement efficient workflows, standard operating procedures (SOPs), and best practices for call handling, customer inquiries, scheduling, and technician dispatch.- **Performance Management**: Establish and track key performance indicators (KPIs) such as call answer rates, customer satisfaction scores (CSAT), and scheduling efficiency.Provide ongoing coaching and performance reviews.- **Customer Service Excellence**: Act as the main point of contact for escalated customer issues, ensuring timely and satisfactory resolutions.- **Coordination & Dispatch**: Oversee the coordination and dispatching of our field technicians across the United States, optimizing routes and schedules for maximum efficiency.- **Reporting & Analysis**: Analyze team performance data and provide regular reports to US management on key metrics and trends.**Qualifications and Skills**- **Bilingual Fluency**: Full professional fluency in both English and Spanish (C1/C2 Level) is mandatory.Exceptional written and verbal communication skills in both languages.- **Education**: A Bachelor's degree in Business Administration, Communications, or a related field is **required**.- **Dispatching Knowledge**: Experience with coordinating or dispatching field service technicians is highly desirable.- **Builder Mentality**: A proactive, entrepreneurial spirit with the proven ability to build processes and a department from scratch in a fast-paced environment.- **Tech-Savvy**: Proficient in using CRM software, call center technology (VoIP systems), and the Microsoft Office Suite.- **Problem-Solving Skills**: Strong analytical, problem-solving, and conflict resolution capabilities.**What We Offer**- **Contract Type**: This is an independent contractor position (contrato por prestación de servicios profesionales).As such, the contractor is responsible for their own tax and social security obligations.- **Competitive Compensation**: A consistent monthly fee of **$30,000 MXN**.- **Ground-Floor Opportunity**: A unique chance to build and shape a critical department for a growing international company.- **Long-Term Partnership**: We are looking for a stable, long-term professional relationship with significant potential for growth as the operation expands.- **A Dynamic and Collaborative Environment**: Work directly with US management in a supportive and results-oriented culture.Tipo de puesto: Tiempo completoSueldo: A partir de $30,****** al mesPago complementario:- Bono de productividadTipo de jornada:- Turno de 8 horasLugar de trabajo: Empleo presencial