Customer Service Executive Inglés

Customer Support Manager | SaaS (English Required)
Are you passionate about leading high-performance teams and making a real impact on the SaaS customer experience from the very beginning of their journey?
We are looking for a Customer Support Manager with a strategic mindset, strong results orientation, and solid experience leading technical, customer-facing teams within a SaaS environment.
This role is ideal for someone who combines inspiring leadership, analytical thinking, and a strong customer-first approach in a dynamic, performance-driven environment.

Your Impact
You will be responsible for leading a technical Customer Support team, ensuring a world-class experience from the moment customers begin their journey with the platform. You will serve as a subject matter expert, escalation point for high-severity issues, and a driver of data-driven continuous improvement.

Key Responsibilities
Lead, motivate, and develop a team of 20+ members in a high-performance, high-accountability environment.
Act as the escalation point for critical customer issues.
Monitor the overall health of the support system (ticket queues, live channels, major bugs, and team availability).
Interpret data and metrics to create action plans that improve productivity, quality, and customer experience.
Design, evaluate, and optimize service processes and performance metrics.
Manage recruiting, onboarding, coaching, performance evaluations, and development plans.
Implement service standards aligned with strategic objectives.
Collaborate cross-functionally to drive systemic improvements and operational efficiency.
Maintain active availability throughout the shift to support customers and team members via Zoom (camera on).

What We’re Looking For

• Associate’s or Bachelor’s degree (or equivalent experience).
• 4+ years of management experience.
• Proven experience in SaaS environments.
• Experience leading technical, customer-facing teams.
• Experience managing teams of 20+ people.
• Strong project management skills.
• Experience leading results-driven teams with KPI accountability.
• Data-driven mindset with strong analytical problem-solving skills.
• Ability to thrive in dynamic environments and quickly shift priorities.
• Excellent verbal and written communication skills.
• Fluent English (required).
• Basic to intermediate computer and Excel skills.
• Proactive, curious, and solution-oriented mindset.