Herrera Headhunters

Customer Support

• Define and drive the customer service strategy.
• Structure and manage a multi-site team (approximately 15 people total, a mix of in-house and outsourced support).
• Design and evaluate workflows, launch automation and self-service tools, and improve response and resolution times.
• Deploy or optimize platforms such as Zendesk, Salesforce, and Intercom.
• Act as the internal expert on telecom support.

Customer Care Director

Full-stack Engineer

• Lead and coordinate the Ops / Tech team (engineers, BI, automations).
• Understand the needs of each business area and turn them into actionable implementation projects.
• Research, test, and implement AI and automation tools (especially n8n).
• Build and optimize no-code / low-code workflows to increase efficiency and reduce dependency on manual tasks.
• Integrate internal tools (CRMs, ATS, dashboards, etc.) and ensure they work together.
• Establish priorities, timelines, KPIs, and accountability within the team.
• Communicate progress and outcomes to management and stakeholders.

Ops Tech Lead – Automations, AI, n8n

Bilingual

• Manage and Supervise the Account Managers Team & Professionals
• Develop and implement training programs
• Drive team performance through incentive programs
• Identify new business opportunities and potential markets
• Conduct market and competitive analysis
• Lead and participate in negotiations with key clients
• Develop and implement strategies to optimize client relationships

Head of Success, Bilingual ES/EN

• Own the global Customer Support function and drive customer service transformation.
• Define and execute a scalable global Customer Care strategy.
• Build, structure, and lead an internal and external Customer Care team.
• Deploy and optimize helpdesk & CRM tools (Zendesk, Salesforce, Intercom, etc.).
• Collaborate with Product, QA, and Engineering teams on user pain points.
• Align customer care objectives with broader business goals including revenue growth.

Customer Care Director – Telecom Sector

• Manage and Supervise the Account Managers Team
• Develop and implement training programs for team members
• Drive team performance through incentive programs
• Identify new business opportunities and potential markets
• Conduct market and competitive analysis
• Lead negotiations with key clients
• Develop and implement customer success strategies

Sales Development Rep

• Make outbound B2B and B2C calls to present and sell our clients' products/services
• Understand each prospect's specific needs and tailor your pitch
• Convert leads into customers using a well-crafted sales pitch
• Manage the full sales cycle through to closing
• Enrich and keep CRM databases up to date
• Participate in ongoing training and performance meetings
• Work closely with the Team Leader to achieve team objectives

Customer Care Director

Ops Tech Lead – Automations, AI, n8n

Head of Success, Bilingual ES/EN

Customer Care Director – Telecom Sector

Head of Success, Bilingual ES/EN

Sales Development Representative