Customer Support Manager (w Technical Expertise) 17154

Mexico City - Mexico

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

Position : Customer Support Manager

Work Hours (Client) : 9:00am - 5:00pm EST

Pay Range : $2000

Location of Search : LATAM

Work Location : REMOTE

The Role: A Hybrid of Technical Expertise & Leadership

We are seeking a senior-level Customer Support Manager to join our team in a hybrid capacity. This is a pivotal role where you will start in the trencheshandling complex technical support tickets via emailand above the horizon working alongside a small team of two and leading & streamlining our support operations.

As we grow this role offers a clear trajectory to evolve into a full-time management position. You will enable our clients to be successful with our products.

Key Responsibilities

Technical Support Excellence: Provide high-touch support via email assisting clients with product usage data formatting inquiries and complex analytics questions.
Data Interpretation: Utilize Excel and internal data tools to investigate client issues ensuring all data outputs are accurate and professionally formatted.
Workflow Management: Structure support inquiries to guarantee timely responses and maintain our high standards for client satisfaction.
Cross-Functional Collaboration: Partner with the Operations Manager and product teams to relay client feedback and drive continuous product improvement.
Talent Development: Assist in recruitment and onboarding as the support team expands.

Must-Have Qualifications

Advanced Analytical Skills: High proficiency in Excel and a natural comfort with numbers and data interpretation.
Proven Leadership: Previous experience mentoring leading or managing a team in a fast-paced environment.
Technical Support Background: Significant experience in a B2B technical support or data-centric customer service role.
Communication: Exceptional written English skills with a client-first mentality; ability to explain complex technical concepts via email clearly.
Regional Requirement: Based in LATAM to ensure real-time collaboration with our U.S.-based team via Slack and video calls.

Nice-to-Have

Experience in U.S. Medical Billing/Coding or the health insurance sector.
Proficiency with HubSpot Gmail and Slack.
Experience working in a remote high-growth startup environment.

Success Metrics (KPIs)

Response & Resolution Time: Maintaining industry-leading speeds for ticket resolution.
CSAT (Customer Satisfaction): Achieving high ratings through clear helpful and professional communication.

Team Growth: Successful mentorship and development of direct reports.

Position : Customer Support ManagerWork Hours (Client) : 9:00am - 5:00pm ESTPay Range : $2000Location of Search : LATAMWork Location : REMOTEThe Role: A Hybrid of Technical Expertise & LeadershipWe are seeking a senior-level Customer Support Manager to join our team in a hybrid capacity. This is a...