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 completo

Sueldo: A partir de $30,000.00 al mes

Pago complementario:

- Bono de productividad

Tipo de jornada:

- Turno de 8 horas

Lugar de trabajo: Empleo presencial