Customer Support Manager

hace 1 semana

Ciudad de México Synchtank A tiempo completo

**Customer Support Manager**

**Location**: Mexico City, Mexico

**Type**: Full-time

*Please submit all cover letters and resumes in English

**About Synchtank**

At Synchtank, we build powerful SaaS solutions that help the world’s most innovative media and music companies manage their rights, metadata, royalties, and sync licensing operations. From major broadcasters and music publishers to production music libraries and gaming studios—**the music industry runs on Synchtank**.

We live by five core values:

- **We Not Me** - We win together.
- **Own It** - Take accountability.
- **Get Sh*t Done** - Be results-driven.
- **Assume Best Intent** - Trust and empathy first.
- **Think Bigger** - Challenge the status quo.

We’re growing fast and looking for an experienced, proactive, and empathetic **Customer Support Manager** who can lead and scale our global support operations, serve as a trusted resource for clients, and ensure our users feel supported every step of the way.

**What You’ll Do**

As Synchtank’s Customer Support Manager, you’ll lead the delivery of world-class support experiences across our growing customer base. You’ll manage our support team and processes, work closely with Product and Engineering to surface insights and resolve technical issues, and ensure every customer interaction reinforces trust in our platform.
- Lead and manage the day-to-day operations of Synchtank’s customer support function
- Hire, train, and coach a high-performing support team across time zones
- Define and report on support KPIs (response time, resolution time, CSAT, etc.)
- Develop internal support documentation, macros, and playbooks to drive efficiency
- Collaborate with Product and Engineering to escalate and track complex issues through resolution
- Champion the voice of the customer by sharing feedback and insights across the business
- Design and execute onboarding and troubleshooting resources that empower users
- Build a culture of empathy, responsiveness, and ownership within the support team

**What You Bring**
- 5+ years of experience in a managerial role in Customer Support or Experience
- Experience supporting Enterprise SaaS products, preferably in the media, music, or rights-tech space
- Deep knowledge of support platforms like Zendesk, HubSpot and Jira. Salesforce experience is a bonus
- Strong problem-solving and prioritization skills with a bias for action
- Exceptional English written and verbal communication skills
- Ability to lead with empathy while holding a high standard for performance
- Experience building support processes, documentation, and reporting from the ground up
- **Bonus: Familiarity with music publishing, sync, or media supply chain workflows

**Why Join Us**
- Partner with some of the biggest names in music, media, and entertainment
- Own a high-impact function with autonomy and visibility across the company
- Help shape the support experience for a rapidly scaling platform
- Remote-first flexibility with a fast-moving, collaborative culture
- **The music industry runs on Synchtank—come support the future with us.**

Pay: $12,801.39 - $24,621.88 per month

**Experience**:

- Management: 5 years (required)
- Zendesk: 2 years (required)
- Music-Tech or Music/Media/Entertainment Industry: 2 years (preferred)

**Language**:

- English fluently (required)

Work Location: Remote

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