Customer Care Manager

Customer Care Manager

Oversees Customer Care operations, ensuring service delivery, agreement, and achievement of operational and customer experience targets. Focuses on leading people through leaders, encouraging understanding between customer needs, operational execution, and our priorities across a multi-country environment (Mexico, Colombia, and Brazil).

Responsibilities

1. Leadership & Organizational Management
   • Lead specialists or senior individual contributors across multiple countries
   • Define team structure, staffing, and capability needs
   • Increase performance management, coaching, and succession planning
   • Foster a culture of accountability, inclusion, and collaboration across teams, avoiding silos
   • Promote teamwork and agreement across geographically distributed teams
2. Operational Excellence & Performance
   • Manage operational indicators (Service Level Agreement, backlog, VOC, and efficiency) across teams
   • Monitor key metrics such as:
     • % of requests resolved within the first 48 hours
     • Customer satisfaction (CSAT)
   • Ensure execution and standardization of processes across countries
   • Monitor performance trends and implement corrective actions
   • Manage resource allocation and workload balancing
3. Customer & Business Understanding
   • Act as connector between Customer Care, Commercial, Sales, Logistics, and Transportation teams
   • Ensure collaboration with team members to deliver a seamless customer experience
   • Oversee complex escalations following defined paths
   • Align customer care strategy with commercial priorities and main accounts
   • Represent the Voice of the Customer (VOC) in leadership discussions, ensuring customers feel listened to
4. Strategic Collaboration
   • Partner with teams to improve end-to-end processes
   • Promote collaboration between Customer Care and Sales, Logistics, and Transport operations
   • Support deployment and adoption of global projects
   • Participate in strategic programs (CX, transformation, digital tools)
   • Influence decisions based on operational insights and customer feedback
5. Continuous Improvement
   • Identify regional/systemic issues and guide resolution according to global teams
   • Standardize processes across countries to ensure consistency and scalability
   • Lead or sponsor Lean, Kaizen, and CX improvement projects
   • Use data insights (VOC, backlog, escalations)
   • Ensure sustainability and adoption of improvements
6. Governance & Reporting
   • Deliver regular performance reporting to leadership
   • Provide insights on risks, opportunities, and operational gaps
   • Ensure agreement on company policies and compliance

Qualifications

• 2–5+ years leading Customer Care or Service operations, indicators, operational management, and customer experience
• Bachelor's degree
• Advanced level of English

Skills & Capability

• Leading through leaders
• Advanced team member management
• Manage multi-country operations (Mexico, Colombia, Brazil)

Benefits

Upon contact with the recruiter, details will be provided about benefits such as medical insurance, food vouchers, and others.

Equal Opportunity & Inclusion Statement

We believe that a diverse and inclusive workforce is important to our success. We are committed to creating an environment where everyone feels valued to contribute their unique perspectives and skills. We are dedicated to promoting a culture of inclusion where all employees have equal opportunities to grow. We promote collaboration and mutual respect.