Customer Service Manager

Important IT company At the Latin American level, growth requires:

Customer Service Manager

Customer Service Manager responsible for managing customer-facing IT/Telecom services, ensuring service quality, customer satisfaction, operational performance, and effective coordination across technical and virtual teams.

Required Experience;

• 5+ years of experience in Customer Service / Service Management (RUN) within the Telecom or IT industry.

• Proven experience managing customer-facing relationships, service performance, escalations, and operational governance.

• Experience leading virtual/multidisciplinary teams in dynamic and customer-driven environments.

• Strong communication, stakeholder management, and problem-solving skills.

Technical Knowledge;

• Solid technical understanding of Connectivity, Voice, Cloud and SD-WAN services.

• Knowledge of Microsoft Teams and enterprise communication solutions.

• Experience working with or managing environments involving Cisco and Fortinet technologies.

• Ability to understand technical issues, coordinate technical teams, assess impacts, and communicate solutions effectively to customers.

Key Responsibilities;

• Manage the customer relationship and act as the primary service management point of contact.

• Ensure operational performance, SLA compliance, incident/escalation management, and continuous service improvement.

• Coordinate technical teams during the Cisco-to-Fortinet migration project, ensuring service continuity and effective communication with the customer.

• Drive governance, status reporting, risks, issues, and action plans across stakeholders.

Work Model

• Posibiliry of 2 days per week at the office in Monterrey, Mexico.

• Combination of RUN Service Management and project/migration activities.

ADVANCED CONVERSATIONAL ENGLISH AND SPANISH ESSENTIAL (Will be evaluated).

If you are a foreingner residing in Mexico, you must have a valid INE, CURP, NSS and RFC.

Job type: ON SITE.

Location: Monterrey, Mexico.

Salary: $90,000 gross.

Benefits: Excellent superior benefits.