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.
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 conExperiencia 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.
Livello di anzianità
Livello medio-alto
Tipo di impiego
A tempo pieno
Funzione lavorativa
Altro
Settori
Sviluppo di software
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Customer Support Specialist
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Systems Engineer
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Commercial Manager
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Trade & Customs Associate
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Key Account Manager
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Customer Service Representative
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Spanish Bilingual Customer Service Specialist
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Travel Customer Service
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Trade Marketing Coordinator
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