Customer Service Lead
hace 1 semana
Industry: Fire Protection, Life-Safety & Critical Communications Manufacturing
Location: On-site, San Pedro Garza Garcia (Monterrey)
Our client, a global leader in fire protection solutions such as fire alarm systems and emergency devices, is seeking an experienced Customer Service Lead to elevate service operations across Mexico. If you're a strong communicator, a natural problem-solver, and a motivating team leader, this role is for you.
Key Responsibilities
- Lead, coach, and develop a team of customer service representatives.
- Manage escalations with professionalism and empathy.
- Coordinate closely with U.S.-based sales, finance, and operations teams.
- Drive service excellence, process improvements, and compliance adherence.
- Ensure consistent, brand-aligned communication with customers and internal teams.
What You Bring
- 3–5 years of customer service experience
- At least 1–2 years as a team leader.
- Strong communication, negotiation, and conflict-resolution abilities.
- Exceptional organizational, analytical, and time-management skills.
- Proficiency with CRM/ticketing systems, Microsoft Office, and ideally ERP/workflow tools.
- Integrity, professionalism, and the ability to manage sensitive situations with discretion.
- Intermediate spoken English as you'll have frequent conversations with the US office
This job is on-site at the office in San Pedro Garza Garcia (Monterrey) 5 days a week
San Pedro Garza Garcia (Monterrey)
If you're passionate about customer excellence and ready to make an impact in a mission-critical industry, we'd love to hear from you Apply with your CV now
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