Job Summary: Coordinate, supervise, and optimize customer service processes to ensure a positive and efficient customer experience, guaranteeing KPI compliance and customer satisfaction. Key Responsibilities: 1. Manage customer service across multiple channels (phone, email, WhatsApp). 2. Coordinate, train, and develop the customer service team. 3. Document, implement, and improve customer service processes. We are a Mexican manufacturing and development company, present in 7 cities across the country, where we implement technology primarily for vehicles—including video cameras, custom products, and trackers. The purpose of this position is to coordinate, supervise, and optimize customer service processes to ensure a positive, efficient, and consistent customer experience aligned with the company’s service standards, guaranteeing KPI compliance and customer satisfaction. General Requirements * Age: 30 years or older * Gender: Indifferent * Education: Technical degree in Administration / Bachelor’s degree * Minimum 2 years of experience in a similar role Responsibilities Service Management * Supervise agent performance across service channels (phone, email, WhatsApp). * Ensure SLA compliance. * Follow up on and resolve escalated cases and critical customers. * Ensure empathetic, professional, and solution-oriented service. * Coordinate, train, and develop the customer service team. * Assign workloads and shifts. * Evaluate individual and team performance. * Provide continuous feedback and coaching. * Document, implement, and improve customer service processes. * Identify improvement opportunities based on complaints, claims, and metrics. * Ensure proper use of the ticketing system and timely ticket resolution. * Ensure accurate case registration and tracking. We Offer * Monthly net salary of $15,000 * Statutory benefits * Working hours: Monday to Friday, 9:00–18:00; Saturday, 9:00–14:00 Employment Type: Full-time Salary: Starting at $15,000.00 per month Benefits: * Option for an indefinite-term contract Work Location: On-site employment