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.
Technical Knowledge;
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.
Key Responsibilities;
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: Excellent superior benefits.
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