Customer support/service manager- tech support

Descripción del cargo

Location: Cali (hybrid model: in-person training, then 2 days in the office).
Area: Operations – Customer Service
Contract: Permanent

?? About the position

We are looking for a Customer Support Manager to lead the operation of our support center, ensuring service excellence, efficient indicator management, and team development.

This role will be key in guaranteeing the best experience for our customers, leading both the direct and indirect teams, driving continuous improvement and innovation in customer service processes.

?? Main responsibilities

Lead a direct team of 4 people and an indirect team of approximately 30 employees in the call center.
Ensure compliance with customer service KPIs, operational efficiency, and satisfaction levels.
Analyze operational data and design strategies for process and service improvement.
Report results, progress, and strategies directly to the Manager.
Coordinate training and skill development for the team.
Ensure the correct use of technological tools (Salesforce a plus).
Availability to travel abroad when required.

? Requirements

Professional degree in Industrial Engineering, Business Administration, or related fields.
+5 years of experience leading call center or customer support operations.
Solid experience in KPI management and monitoring.
Proficiency in data analysis and customer management tools.
Advanced English (C1) essential.
Knowledge of Salesforce (desirable).
Valid visa is a plus.

?? We offer

Permanent contract.
Competitive salary with fixed and variable components.
Mobility and connectivity benefits depending on the modality.
Opportunity for growth in a dynamic and challenging environment.
Possibility of international travel.