Customer Support Manager
hace 6 días
Modalidad Híbrida en Querétaro
Temporal por maternidad
El/La Customer Support Manager será responsable de construir, liderar y optimizar el equipo de soporte al cliente para asegurar una excelente experiencia , tiempos de respuesta ágiles y soluciones efectivas. El rol será clave para aumentar la satisfacción del cliente, reducir el churn y convertir el soporte en motor de crecimiento y fidelización.
Responsabilidades:
Diseñar y escalar el área de soporte al cliente, optimizando procesos, flujos y políticas de atención en múltiples canales (tickets, chat, correo, teléfono), asegurando el cumplimiento de los SLAs y altos estándares de servicio.
Implementar herramientas de soporte y automatización desde cero, como Intercom, Zendesk o HubSpot Service Hub, incluyendo la configuración de canales, automatizaciones y reportes.
Liderar y desarrollar al equipo de soporte: reclutamiento, onboarding, coaching, métricas de desempeño y cultura de soporte.
Establecer y monitorear KPIs de soporte como CSAT, NPS, tiempo de primera respuesta, tasa de resolución en primer contacto, volumen de tickets y churn asociado a soporte.
Colaborar estrechamente con los equipos de Producto, Tecnología, Ventas y Customer Retention para retroalimentar mejoras del producto, procesos y contenido de ayuda (knowledge base).
Gestionar escalaciones de clientes críticos, garantizando comunicación oportuna y solución de impacto.
Impulsar iniciativas de mejora continua: automatización de respuestas, uso de IA/chatbots, optimización de self-service y análisis de tendencias de soporte.
Mantener al día la base de conocimiento, FAQs y materiales de formación para el equipo y los clientes.
Preparar reportes regulares al liderazgo sobre desempeño del soporte, insights de clientes, oportunidades de mejora y acciones estratégicas.
Requisitos:
Licenciatura en Administración, Ingeniería o afín.
Mínimo de 4 de experiencia en soporte al cliente o soporte técnico dentro de empresas SaaS (idealmente B2B).
Al menos 3 años en rol de liderazgo de equipo en soporte o atención al cliente.
Familiaridad con plataformas de ticketing, CRM o herramientas de soporte (Intercom, Zendesk, Freshdesk, Jira, HubSpot Service Hub).
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