About the Role
The role involves managing end-to-end customer support operations in South America, focusing on team leadership, process optimization, and service quality to ensure a seamless customer experience across all touchpoints.
Responsibilities
- Lead daily operations of customer support teams across South American markets.
- Monitor key performance metrics including response time, resolution rate, and customer satisfaction.
- Develop and implement process improvements to enhance service efficiency.
- Coordinate with regional leads to ensure consistent support standards.
- Oversee training programs for new and existing support staff.
- Analyze customer feedback to identify recurring issues and recommend solutions.
- Manage workforce planning and scheduling to meet service demands.
- Serve as escalation point for complex customer issues.
- Collaborate with product teams to relay customer insights.
- Ensure compliance with data privacy and support policies.
- Prepare regular reports for senior leadership on team performance.
- Drive adoption of new tools and technologies within the support workflow.
- Maintain documentation for support procedures and escalation protocols.
- Foster a culture of accountability and continuous improvement.
- Support the development of multilingual support capabilities.
- Evaluate vendor partners for outsourced support functions.
- Lead initiatives to reduce customer effort and improve first-contact resolution.
- Coordinate with marketing and sales on customer onboarding experiences.
- Ensure alignment with regional regulatory requirements.
- Manage budget inputs related to support operations.
- Promote knowledge sharing across Latin American support hubs.
- Respond to internal audits and operational reviews.
- Implement crisis management protocols during service disruptions.
- Track agent performance and contribute to career development plans.
- Facilitate regular team meetings and performance reviews.
Compensation
Competitive salary with performance-based incentives and comprehensive benefits package.
Work Arrangement
Hybrid remote with regional office availability in major South American cities.
Team
Part of the Latin America Customer Experience division, collaborating with cross-functional teams across support, training, and product.
About the Team
This role is embedded within a dedicated Latin American customer experience unit focused on delivering timely, accurate, and empathetic support. The team works closely with local market leads and global product stakeholders to align service delivery with regional needs.
Growth Opportunities
The position offers a clear path to senior operations roles within the regional structure, including potential advancement to Director-level positions based on performance and organizational growth.
Technology Environment
Support operations are powered by a cloud-based CRM, AI-assisted ticketing, real-time analytics dashboards, and integrated communication platforms used across distributed teams.
Performance Expectations
Managers are evaluated on team productivity, customer satisfaction scores, employee retention, and contribution to process innovation initiatives.
Onboarding Process
New hires undergo a 4-week onboarding including system training, team introductions, process walkthroughs, and shadowing with experienced leads.
Not available for this position.
