Customer Service Manager

Overview

Customer Service Manager Jobs in Mexico at Virtual Work World

Title: Customer Service Manager

Company: Virtual Work World

Location: Mexico

Role: Head of Customer Service

Contract: Full-time Remote Contractor (40 hours weekly / 160 hours monthly)

Business Hours: Monday to Friday, Flexible from 9 AM – 8 PM PST

• Schedule may vary based on business needs and seasonality
• Expected to maintain flexibility, including availability for check-ins and having a plan in place for after-hours coverage as needed

Rate: $20 – $25 USD hourly / $3,200 – $4,000 USD monthly (salary is negotiable based on experience and location)

Availability to Start: Immediately

Client's Profile

Founded in 2018, this US-based small business offers 30-minute outdoor photo sessions that are free to book, with customers only paying for the photos they love. It efficiently connects local demand for portrait photography with top-tier professional photographers, handling all marketing, scheduling, and sales to streamline the process. The company operates in over 600 locations across over 60 cities and maintains a 4.9-star rating on platforms like Google, Facebook, and TripAdvisor.

What You'll Do

As the Head of Customer Service, you’ll own support operations and act as a strategic partner to leadership while shaping the end-to-end customer experience. You’ll manage a seasonal team, ensure high-quality support across all touchpoints, and handle complex or sensitive inquiries with strong emotional intelligence and cultural awareness. This role combines strategy and execution, focusing on transforming processes into a data-driven, automated function and building a scalable, efficient support system. Your responsibilities will include:

Customer Success Operational Ownership & Team Leadership

• Own the end-to-end Customer Support experience, including team performance, systems, processes, customer satisfaction, and operational outcomes.
• Own the performance, development, and accountability of a team of 6–10 remote agents. Shift the team from an agent-led environment to a structured, business-needs-driven operation with clear expectations, coverage, and performance standards.
• Evaluate agent performance, identify skill gaps, and provide performance coaching to ensure agents can independently resolve complex tickets.
• Own workforce planning and scheduling to ensure optimal coverage during peak demand, seasonal fluctuations, and business-critical hours, proactively adjusting staffing to meet SLAs.
• Own the cadence and structure of all CS team meetings, including onboardings, daily/weekly check-ins, performance reviews, and training sessions.
• Drive a culture of accountability and visibility by regularly reviewing metrics, sharing insights, and aligning the team to business priorities.
• Manage coordination with Photographers to optimize on-the-ground operations, proactively resolving issues to ensure a smooth end-to-end customer experience.
• Act as the primary CS liaison for other departments, including Logistics and Operations, to streamline cross-functional workflows and ensure organizational alignment.

Service Quality, KPIs & Customer Experience Ownership

• Own all core Customer Support KPIs, including CSAT, first response time (FRT), resolution time (TTR), backlog health, and ticket quality.
• Ensure consistent adoption of brand voice, tone, and CS culture across all interactions.
• Continuously monitor performance and take proactive action to improve against defined benchmarks, ensuring the team consistently meets or exceeds SLAs and customer satisfaction goals.
• Own the overall customer journey and experience across all support channels.
• Act as the final escalation point for high-risk or sensitive customer issues, using sound judgment and emotional intelligence to protect the brand reputation and avoid leadership involvement.

CS Process, SOP & Escalation Ownership

• Own the creation, maintenance, and continuous improvement of all SOPs, workflows, and escalation frameworks.
• Own escalation management structure, including clear pathways, response expectations, and resolution standards.
• Ensure all processes are documented, scalable, and consistently followed across the team.
• Manage task tracking and departmental goals using Monday.com to ensure full operational transparency.

CRM Optimization, Automation & Data Strategy

• Take full admin ownership of the Freshdesk environment, implementing advanced features such as automated ticket assignment, macros, workflows, and sentiment tracking.
• Build and maintain a robust knowledge base and automation framework to increase efficiency and reduce manual workload.
• Optimize AI chatbots to handle one-touch inquiries, allowing agents to focus on high-value, complex customer issues. Continuously refine systems to improve resolution time, knowledge base accuracy, and overall customer experience.
• Own all CS reporting, transitioning the function into a fully data-driven operation. Track and analyze KPIs, including ticket volume, response/resolution times, CSAT, and sentiment trends.
• Own delivery of clear, actionable insights to leadership, proactively identifying risks, inefficiencies, and opportunities for improvement.

What You Should Have

Must-haves:

• At least 7 years of experience in a high-level Customer Service Leadership or Account Management role, preferably within a startup environment.
• At least 3 years of experience in a Management or Director-level role within Customer Service, managing a global, remote team in a fast-growing environment.
• At least 3 years of experience in a global remote environment with a company based in North America.
• Excellent English verbal and written communication skills, with the ability to understand subtle emotional cues and navigate multi-layered complaints from native speakers.
• Advanced proficiency in Freshdesk (or similar CRM), with a proven track record of implementing automated ticket assignments, sentiment tracking, and knowledge base systems.
• Highly comfortable using Monday.com to manage task tracking, operational workflows, and maintain full organizational visibility.
• Demonstrated ability to build, document, and scale Customer Success SOPs and escalation frameworks from scratch.
• Ability to translate qualitative feedback into structured, quantitative reporting on ticket trends, team performance, and customer experience metrics.
• Proven ability to handle highly irate customers directly, using strong judgment and escalation management skills to resolve issues independently.
• Experience developing and enforcing shift schedules based on business demand, ensuring optimal coverage during peak and seasonal periods.
• Proven experience operating in a fast-paced startup environment, demonstrating adaptability, resilience, and full ownership of outcomes during periods of growth and operational pressure.
• Experience providing structured, real-time operational visibility to leadership through clear updates, reporting, and task tracking.
• Maintain strong responsiveness and communication with leadership, ensuring alignment and visibility on critical decisions and escalations.

Technology Specifications:

• Minimum 100 Mbps Internet Speed
• Windows 11 or MacOS 15 Sequoia
• Minimum Intel i5 8th gen with 8GB RAM or Apple M1 chip with 8GB RAM
• Webcam and Headset
• Designated Quiet Office Space

Nice-to-haves:

• Experience implementing third-party AI integrations or advanced sentiment tracking tools within the Freshdesk ecosystem.
• Previous experience working within a photography, startup, or highly seasonal service-based business.

Who You Are

We are hoping you are someone who:

• Takes full ownership of the Customer Support function, with a proactive mindset focused on performance and outcomes.
• Navigates complex customer concerns with confidence, ensuring even the most challenging interactions are resolved thoughtfully and effectively.
• Maintains a high level of accuracy when documenting processes, managing schedules, and reviewing team output.
• Exercises strong judgment by offering clear solutions and recommendations, acting as a reliable point of support for leadership.
• Stays flexible and composed during peak periods, maintaining professionalism even in high-demand situations.
• Handles sensitive information with discretion, ensuring confidentiality in both customer and internal matters.