Customer Support Senior Manager
New
K
KoronetVertical SaaS
Location: LATAM · Work Model: Fully remoteFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- Spanish + English C1/C2
- Experience
- Minimum of 4 years of experience in customer support. At least 2 years of experience in a leadership role within customer support.
- Required Skills
- SalesforceSaaS
Requirements
- Hold a bachelor's degree in a relevant field; additional certifications are a plus.
- Have at least 4 years of experience in customer support.
- Have at least 2 years of experience in a customer support leadership role.
- Be proficient in English and Spanish.
- Have experience in the SaaS industry.
- Understand usage-based and subscription-based business models.
- Have experience with CRM service modules, ideally Salesforce.
- Be familiar with automation tools and processes.
- Bring experience in industries where customer support is strategic.
Responsibilities
- Lead and provide direction to the customer support team.
- Foster a customer-centric culture and maintain a high level of customer satisfaction.
- Develop and execute strategies to enhance customer support operations.
- Collaborate with other departments to align customer support with business goals.
- Communicate with customers and team members in English and Spanish.
- Establish and monitor customer support team KPIs.
- Implement continuous improvement initiatives to enhance support efficiency.
- Recruit, train, and develop customer support team members.
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