Customer Support Lead

hace 4 semanas


Guayaquil, Guayas Jelou AI Remote job

Como Customer Support Lead, serás responsable de diseñar y escalar la operación de Customer Support para Enterprise, SMBs y productos Self-Service en LATAM, asegurando un soporte rápido, confiable y de alta calidad mediante la combinación de automatización, Human-in-the-Loop y Tech Support por niveles.

Trabajarás de forma transversal con Tech, Producto, Operaciones y Account Managers, siendo owner del sistema de soporte y convirtiendo la experiencia de atención en una ventaja competitiva.

Qué harás
Definirás y operarás el modelo de soporte por niveles, diferenciando flujos de CX y Tech Support, y asegurando una correcta derivación entre automatización y atención humana. Diseñarás SLAs por tipo de cliente, logrando tiempos de resolución de hasta 60 minutos y altos niveles de resolución en primer contacto. Impulsarás la automatización y el self-service para casos recurrentes, mejorarás la experiencia del cliente a partir de métricas como NPS y first contact resolution, y colaborarás con equipos internos para reducir fricción y tickets mal canalizados.

Buscamos a alguien con
Experiencia liderando Customer Support, CX o Tech Support en entornos SaaS o plataformas tecnológicas. Mentalidad de procesos, métricas y automatización, capacidad para diseñar sistemas escalables y comunicación clara con clientes Enterprise y SMB.


¿Te interesa?
Postúlate y ayúdanos a construir un soporte rápido, predecible y centrado en el cliente.


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