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About The Role And Our Team
We are seeking an experienced Customer Support Manager to lead and inspire a high-performing execution team focused on managing day-to-day operations in customer-facing teams as collections and vendor support.
This role is pivotal in ensuring operational efficiency & customer satisfaction across South Latam, Mexico, and Brasil markets. You will manage 2-5 direct reports and oversee an org with ~15-25 individuals in various geographies and report directly to the Emerging Markets Customer Support Manager.
Your responsibilities will include leading cross-functional teams (e.g., Collections, Vendor Support) to ensure smooth operations, vendor satisfaction, and support marketplace health. You will supervise customer service activities, maintaining service quality and addressing escalated issues to support customer satisfaction.
You will apply customer service policies and guidelines, ensuring teams adhere to standards and achieve performance targets. Additionally, you will collaborate with internal teams, such as Sales and Finance, to align daily operations with broader business objectives.
Responsibilities:
- Lead cross-functional teams (e.g., Collections, Vendor Support) to ensure smooth operations, vendor satisfaction, and support marketplace health.
- Supervise customer service activities, maintaining service quality and addressing escalated issues to support customer satisfaction.
- Apply customer service policies and guidelines, ensuring teams adhere to standards and achieve performance targets.
- Collaborate with internal teams, such as Sales and Finance, to align daily operations with broader business objectives.
- Oversee customer service teams in assigned regions, providing guidance and support to ensure consistent service delivery.
