Customer Support Manager

hace 3 meses

Mexico City VusionGroup A tiempo completo
Job Description

We build. We create impact. 

As a Customer Support Manager on the After-Sales Support team, you will make a positive impact by being responsible for:

  • Manage our Level 1 external service provider and Level 2 support: Staffing our Team, train, coach, and mentor Service Desk Specialists (Level 1).  Weekly audits of Level 1/2 Support agents via listening to phone recordings and email interaction checks.
  • Support, in establishing the priorities to achieve the objectives set (productivity, quality, time, costs, Etc.) and by adjusting the priorities in need. Advising escalations from one team to another (L1->L2, L2->L3)
  • Coaching and leading the team to maximize customer satisfaction.
  • Ensure the effective resolution of support requests in compliance with the organizational rules, the processes, and programs in place.
  • Establish performance objectives for team members and oversee the evaluation of individual indicator and service metrics, including call monitoring.
  • Assume responsibility of indicators of performance (KPI) of the team and identify opportunities for improvement continues to mean of processes and tools.
  • Collaborate with managers and other departments (Sales, SE, R&D..) to improve communication and unify processes across the business.

Qualifications

Qualifications we’re looking for.  

  • Experience: 
    • Minimum of 2+ years as a supervisor / team lead
    • 2+ years of experience as a top-performing customer support agent. You must exemplify a customer-centric approach to ticket handling when coaching agents.
  • Skills: 
    • Salesforce Service Desk Experience
    • Customer service experience
    • The ability to convey a customer-focused attitude
    • Proven experience in managing multiple priorities in a fast-paced environment
    • Proven troubleshooting skills
    • Strong attention to detail with an emphasis on customer service.
    • Strong multitasking skills and the ability to balance multiple areas of responsibility as well as requests from multiple sources.
    • Identify pain points in current processes and implement solutions
    • English language native, Spanish and French a plus but not required
  • Abilities: 
    • Excellent verbal and written communication; ability to convey complex information in a clear and understandable manner. 
    • Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines and work within a virtual global team environment. 
  • Education:
    • Bachelor’s degree or equivalent

We innovate. We help communities thrive. 

VusionGroup has an international presence in 19 countries. In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.  

The work is fast paced, challenging, and ambitious. Here, you will feel valued for your contributions as we reinvent modern commerce—together.  

We feel supported. You will too.  

VusionGroup is a place where people feel safe, happy, and respected. We offer programs and benefits to support you in whatever comes next in your life, including: 

  • Generous paid time off (PTO):  35 days PTO to enable work/life integration and promotes a culture of trust.
  • Health & Wellness: Healthcare benefits starting day one, plus retirement savings plans.
  • Financial future: While retirement savings plans vary by country, we help you plan for your future.
  • Family-First Support: Navigate family challenges with our assistance, securing time for both your loved ones and self-care.
  • Hybrid work: Find your balance with two days working from home, three days in the office, plus the freedom to work anywhere for up to two weeks a year.
  • Time off to volunteer and give back to your community.
  • Career Growth: E-learning opportunities and workshops, and global mobility potential  
  • Commute benefits: up to $100/month per employee for commuting expenses.
  • Philanthropy: Our company matches employee donations up to $500 per year for causes close to your heart. 


Additional Information

All your information will be kept confidential according to EEO guidelines.

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