Customer Service Manager
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Important IT company At the Latin American level, growth requires: Customer Service Manager Customer Service Manager responsible for managing customer-facing IT/Telecom services, ensuring service quality, customer satisfaction, operational performance, and effective coordination across technical and virtual teams.
Required Experience- 5+ years of experience in Customer Service / Service Management (RUN) within the Telecom or IT industry.
- Proven experience managing customer-facing relationships , service performance, escalations, and operational governance.
- Experience leading virtual/multidisciplinary teams in dynamic and customer-driven environments.
- Strong communication, stakeholder management, and problem-solving skills.
- Solid technical understanding of Connectivity, Voice, Cloud and SD-WAN services.
- Knowledge of Microsoft Teams and enterprise communication solutions.
- Experience working with or managing environments involving Cisco and Fortinet technologies.
- Ability to understand technical issues, coordinate technical teams, assess impacts, and communicate solutions effectively to customers.
- Manage the customer relationship and act as the primary service management point of contact .
- Ensure operational performance, SLA compliance, incident/escalation management, and continuous service improvement.
- Coordinate technical teams during the Cisco-to-Fortinet migration project , ensuring service continuity and effective communication with the customer.
- Drive governance, status reporting, risks, issues, and action plans across stakeholders.
Work Model Posibiliry of 2 days per week at the office in Monterrey, Mexico . Combination of RUN Service Management and project/migration activities .
ADVANCED CONVERSATIONAL ENGLISH AND SPANISH ESSENTIAL (Will be evaluated). If you are a foreingner residing in Mexico, you must have a valid INE, CURP, NSS and RFC.
Job type : ON SITE. Location : Monterrey, Mexico. Salary : $90,000 gross.
Benefits- Benefits : Excellent superior benefits.
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