Join our companies in their quest to drive powerful, positive, change that endures.

Head of Global Customer Support



Customer Service
Mexico City, Mexico
Posted on Thursday, November 2, 2023

Head of Global Customer Support

Mexico, Mexico City

  • Hybrid
  • Full-time
  • Head



What you will do:

  • Manage full scale high frequency Contact center/customer support operations in all assigned countries of presence
  • Manage team of supervisors and all contact center teams in countries of presence
  • Organize the work processes of the department
  • Manage recruitment, building a team, attrition and absenteeism in assigned location
  • Structure information & prepares analytics reports within the region
  • Manage all key metrics and required level of service in assigned regions on all CS lines (chat, email, inbound calls if applicable) - SLAs, AHT, Abandon rate, FCR, efficiency, utilization of agents and other key Contact center metrics
  • Monitor and manages key dashboards and KPIs
  • Identify problems in interaction, develops measures and organizes work to improve processes, interacts with departments outside the department
  • Forecast and plan the budget and personnel needs of the department
  • Define the work plans necessary for the development of recruitment, and the timing of the implementation of these plans in the region
  • Define team's need for training & development (team ramp up and training of new supervisors). Manages recruitment funnel, training and onboarding, as well as Quality assurance metrics for the assigned staff in regions
  • Provide timely reports to management
  • Monitor the implementation of OKRs & main tasks on time
  • Maintain favorable working environment


What we expect from you:

  • Bachelor's and Masters degree in related areas
  • 5+ years of experience working in a contact center environment
  • 2+ years of experience as a manager/supervisor in contact centers, managing a big staff team (preferably in different locations)
  • Enhanced experience working in Customer support CRM systems
  • Strong analytical skills with the ability to interpret data and draw actionable insights
  • Excellent proficiency in Microsoft Excel/Google Sheets and other data analysis tools.
  • Excellent communication skills, both verbal and written.
  • Demonstrated ability to work collaboratively with cross-functional teams.
  • Knowledge of Salesforce/Zendesk
  • Knowledge of Mobility as a service industry is a plus
  • PMP (Project Management Professional) certification is a plus
  • COPC CX Certification or knowledge of the Standard is a plus
  • Lean six sigma is a plus
  • English Advanced level
  • Local language
  • Portuguese (will be a must)

Apply now

Fill out the form

Visit our Privacy Policy to learn how we collect, use, and share personal information