**Requirements**: * Bachelor’s degree in Business Administration, Marketing, or related field (graduated or intern) * 5 years of experience in customer service, service operations, and contact center environments. * 2–3 years of experience leading medium-to-large-scale teams, ideally in high-velocity, transactional environments. * Experience working in Delivery, E-commerce, Logistics, or Retail is desirable. * Availability to serve customers via telephone and/or in person, as applicable. **Job Responsibilities:** * Define and execute the customer service strategy aligned with business objectives (NPS, CSAT, response times, resolution rate). * Supervise call center operations. * Monitor daily operations to ensure SLAs, service quality, and resolution times are met. * Map and optimize end-to-end support processes: claims, refunds, cancellations, logistics incidents. * Manage key accounts. * Coordinate responses to critical operational incidents (system outages, security events, surges in demand). * Serve as the key liaison between Customer Service and other departments such as Operations, Logistics, Sales, Product, and Legal. **We Offer:** * Work location: Atlixcáyotl Territorial Reserve * Salary: $20,000.00 – $25,000.00 MXN, depending on experience * Schedule: Monday to Friday, 8:00 AM – 6:30 PM * Work tools Employment type: Full-time Salary: $20,000.00 – $25,000.00 MXN per month Benefits: * Option for an indefinite-term employment contract Workplace: On-site