Summary: Seeking a Customer Support Manager to empower businesses, leading a team to enhance customer journeys and drive strategic success within a global, remote-first SaaS environment. Highlights: 1. Lead, coach, and empower a customer-facing team 2. Impact SaaS customer experience from the start 3. Cultivate a culture of innovation and collaboration **Skala People Strategy busca Customer Support Manager \- Fully Remote en Álvaro Obregón, Michoacan de Ocampo** --------------------------------------------------------------------------------------------------------------- At**Skala**, were looking for our next Customer Success Specialist to join a global project with a leading SaaS company that empowers thousands of businesses worldwide to scale their digital presence. **About the Project** With over 1,500 team members across 15\+ countries, we operate in a global, remote\-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. **Our Impact** Every month, our platform powers over 1\.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting withcustomers, and making their mark \- and we get to help make that happen. **Who You Are** You are searching for your opportunity to impact the experience of SaaS customers at the very beginning of their customer journey. Providing them with world class engagement the moment they begin a trial with the HighLevel platform. Your strategic and creative thinking skills allow you to meet the demands of our prospective customers by intelligently speaking to the solutions HighLevel offers and how it will benefit their business. Youll flourish in our dynamic performance based atmosphere that gives you autonomy to work independently on some projects and collaborate with various departments on others. Tie it all together with an all hands on deck attitude, excellent communication and time management skills and this is the job for you! To be successful in this role, you will demonstrate best in class service and be a subject matter expert on how the HighLevel platform fits into their business strategy and success. You will have experience working in a high\-performance, high\-accountability environment. You are comfortable switching gears quickly, and passionate about helping people. Your excellentcommunication skills and working knowledge of the SaaS/Marketing landscape will serve you well. **What Youll Do** * Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture * Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures * Achieves customer service objectives by contributing and making recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer\-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change * Being able to interpret data that translates into action to improve the team. * Monitors the overall health of the support system which includes but is not limited to live ticket queues, live channel queues, major bugs and staff availability * Involved in determining customer service employee requirements by maintaining contact with employees to determine areas of improvement by reviewing operational environments; conducting surveys; benchmarking best practices; analyzing information and applications * Improves customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes * Responsible for providing employees with technical resources; providing technical advice; resolving problems; disseminating advisories, warnings, and new techniques * Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations * Act as an escalation point for high severity customer issues that arise from within the team; directly from customers; or from other HighLevel functions. * Serve as an influential leader by demonstrating professionalism, passion, and enthusiasm, providing communication, and motivation, and creating teamwork and collaboration * Be readily available with cameras on throughout the shift to assist customers and team members via Zoom **What Youll Bring:** * Associate's/ Bachelor's degree or equivalent experience * 4\+ Years in management * Several years running technical customer\-facing teams. * Experience in managing a team of over 20\+ * Project management skills * Leading a results driven team * People manager at heart, you love mentoring, leading and contributing to the professional development of those around you * Strong collaboration, time\-management, influencing and prioritization skills are critical to the success of this role * The ability to build and maintain relationships internally with team and with customers * Excellent listening, presentation and communication skills at all levels * The ability to partner with customers and team members in developing their strategic direction * The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable customer and team success * Strong customer facing communication skills * Demonstrated data driven approach to problem solving * Must be a go\-getter and not afraid to ask questions * Must have basic computer and excel skills **Language Skills Required Vs. Preferred:** * Fluent in English. * Demonstrated verbal and written communication skills. **Benefits:** * Fully remoteposition * Salary: $30,416\.67 MXN Gross * Aguinaldo (Christmas Bonus) \- This bonus amounts to at least 15 days worth of pay to their employees. **Paid Vacation \& Vacation Bonus** * Full\-time employees in Mexico are entitled to at least 12 days of paid time off after their first year of employment. **Public Holidays** * Employees are entitled to 7 statutory public holidays: New Years Day, Constitution Day, Benito Juárezs Birthday, Labor Day, Independence Day, Revolution Day, Christmas Day. **Social Security (IMSS)** * Provides access to healthcare, disability, retirement, and maternity benefits. Both employer and employee contribute. * Severance Pay **Paternity Leave** * Five (5\) paid working days for the birth or adoption of a child. Leave is certified through IMSS. **Maternity Leave** * Twelve (12\) weeks paid leave (six weeks before and six after birth). IMSS pays 100% of salary during maternity leave. **Sick Leave** * General illness: IMSS pays 60% of salary from the 4th day of illness; employer pays first 3 days. * Work \-related illness/injury: IMSS pays 100% of salary from day one (up to 52 weeks). **Other Benefits :** * Private Health Insurance (MetLife) * Overtime Pay * Teleworker Allowance: 500 MXN/month internet and 600 MXN/month electricity * One \-time ergonomic chair allowance up to 3,000 MXN **Payroll \& Deductions** * Payment Frequency: Payroll is typically processed semi \-monthly on the 15th and 30th of each month. **Nivel de educación deseada:** Superior \- titulado **Nivel de experiencia deseada:** Nivel Experto **Función departamental:** Atención al cliente **Industria:** Internet *Esta vacante viene de la bolsa de empleo Talenteca.com:* *https://www.talenteca.com/anuncio?j\_id\=698b84aa59000039008906da\&source\=indeed*