Customer Support Manager

hace 1 semana

Ciudad de México, Ciudad de México Somewhere A tiempo completo

Position : Customer Support Manager 

Work Hours (Client) : 9:00am - 5:00pm EST

Pay Range : $2,000

Location of Search : LATAM 

Work Location : REMOTE

The Role: A Hybrid of Technical Expertise & Leadership

We are seeking a senior-level Customer Support Manager to join our team in a hybrid capacity. This is a pivotal role where you will start "in the trenches"—handling complex technical support tickets via email—and "above the horizon," working alongside a small team of two, and leading & streamlining our support operations.

As we grow, this role offers a clear trajectory to evolve into a full-time management position. You will enable our clients to be successful with our products.

Key Responsibilities
Technical Support Excellence: Provide high-touch support via email, assisting clients with product usage, data formatting inquiries, and complex analytics questions.Data Interpretation: Utilize Excel and internal data tools to investigate client issues, ensuring all data outputs are accurate and professionally formatted.Workflow Management: Structure support inquiries to guarantee timely responses and maintain our high standards for client satisfaction.Cross-Functional Collaboration: Partner with the Operations Manager and product teams to relay client feedback and drive continuous product improvement.Talent Development: Assist in recruitment and onboarding as the support team expands.Must-Have Qualifications
Advanced Analytical Skills: High proficiency in Excel and a natural comfort with numbers and data interpretation.Proven Leadership: Previous experience mentoring, leading, or managing a team in a fast-paced environment.Technical Support Background: Significant experience in a B2B technical support or data-centric customer service role.Communication: Exceptional written English skills with a "client-first" mentality; ability to explain complex technical concepts via email clearly.Regional Requirement: Based in LATAM to ensure real-time collaboration with our U.S.-based team via Slack and video calls.Nice-to-Have
Experience in U.S. Medical Billing/Coding or the health insurance sector.Proficiency with HubSpot, Gmail, and Slack.Experience working in a remote, high-growth startup environment.Success Metrics (KPIs)
  1. Response & Resolution Time: Maintaining industry-leading speeds for ticket resolution.
  2. CSAT (Customer Satisfaction): Achieving high ratings through clear, helpful, and professional communication.
Team Growth: Successful mentorship and development of direct reports.

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