Head of Customer Support and Call Center

Head of Customer Support (Technical & Operations) Overview We are seeking a high-caliber, technically-proficient Head of Customer Support to build our support department from the ground up. This is a 'root-level' leadership position. You will not just manage a team; you will architect the systems, automate the workflows, and establish the physical office of our support operations. The ideal candidate bridges the gap between high-level customer empathy and modern technical execution. You must be comfortable working with LLMs, AI-driven automation, and complex call routing configurations. You aren't expected to code, but you must have the technical prowess to configure modern tools without waiting for a developer to hold your hand. Key Responsibilities Strategic Technical Leadership & Automation AI Integration: Oversee the implementation of custom-trained AI for call greetings, tracking requests, and delivery estimates. You will collaborate with technical teams on LLM fine-tuning. System Architecture: Independently configure virtual phone lines and advanced call routing (mapping logic to either AI agents or live staff). Process Optimization: Connect modern tools and automate repetitive tasks to ensure a lean, high-efficiency department. Department Setup & Physical Operations Office Launch: Lead the search, leasing, and setup of a physical office space for the on-premise support team (supported by executive travel for initial setup). Team Building: Own the full recruitment lifecycle—hiring, onboarding, and training the initial support cohort. SOP Development: Create high-quality Standard Operating Procedures (SOPs), training materials, and documentation to ensure team scalability. Support Operations & Marketplace Management Marketplace Oversight: Manage health and performance metrics across Walmart, eBay, and Amazon (Late shipments, negative feedback, seller ratings). Escalation Management: Handle high-level customer escalations with calm, professional, and effective solutions. Data Analytics: Analyze call recordings, message trends, and support metrics to identify core friction points and iterate on solutions. Required Qualifications Experience 3+ years in E-commerce or Marketplace customer service. 1+ year in a leadership role (recruitment, management, and training). Marketplace Expertise: Deep understanding of seller dashboards for Amazon, eBay, and Walmart. Dropshipping Knowledge Preferred: Understanding of dropshipping workflows and logistics. Technical Proficiency CRM Expertise Power‑user level experience with Gorgias, Zendesk, or similar platforms. Data Tools Advanced proficiency in Excel and Airtable. Project Management Experience using Asana or similar workflow tools. Payment Gateways Familiarity with Stripe and PayPal dashboards for refund/dispute management. Logistics Tools Experience with ShipStation or similar shipping software. Communication & Language Spanish. English: Near‑native fluency with zero or minimal accent. Ability to communicate complex ideas clearly and concisely. Who You Are Technically Independent You don't use 'waiting on the technical team' as an excuse. You are eager to learn the back‑end of Odoo or phone system configurations yourself. An Architect, Not Just a Manager You prefer building systems and teaching others rather than just following a pre-set manual. Calm Under Pressure You maintain a high level of 'stress‑resistance' and can navigate complex customer disputes without losing focus. Automations‑First You have a natural instinct to solve problems through technology and structured data. Job Conditions This is a MANAGEMENT founding role with significant autonomy. Location: on site (after we open the office) Compensation: competitive salary in USD; final offer based on experience and discussed during the interview. Requerimientos— Educación mínima: Universidad / Carrera Profesional. 5 años de experiencia. Idiomas: Inglés. Palabras clave: apoyo, support, soporte, callcenter, teleoperador, telefonista, telephonist, telefonico. #J-18808-Ljbffr