Clerk Support Manager – D2C Global
PayJoy
full-time
Posted on:
Location Type: Hybrid
Location: Mexico City • Mexico
Visit company websiteExplore more
Tech Stack
About the role
- Lead and Manage the performance and development of the local customer support team, ensuring alignment with commercial and customer experience objectives.
- Develop and execute global D2C support and sales strategies, or given the case, tailored solutions to the unique needs of the local market, ensuring consistency and high-quality service.
- Develop and continuously optimize conversation flows and chat scripts focused on motivating customers to complete financing in-store.
- Cross-Functional Collaboration with various departments, such as product and operations, to align customer support efforts with broader company goals.
- Establish global operating standards for chat-based customer support and conversion, and analyze key performance metrics, generate reports, and provide actionable insights to improve customer support operations.
- Collect and act on feedback from customers and team members to continuously refine support processes and enhance customer satisfaction.
- Handle escalated customer issues and emergencies effectively, ensuring swift and satisfactory resolution.
- Regularly communicate with stakeholders such as senior management and key stakeholders to provide updates on regional performance, challenges, and opportunities, ensuring alignment with the company’s overall objectives.
- Manage and develop regional team leads, fostering accountability, ownership, and continuous improvement.
- Ensure compliance with data protection, privacy, and internal operational policies.
Requirements
- University studies in related areas such as Business Administration, Communications or similar.
- 5 years of experience in a leadership role as Customer Support Management within fast growing companies, preferably in a regional or multinational context.
- Problem-solving abilities, and the capability to provide and act on constructive feedback to drive continuous improvement and maintain high customer satisfaction levels.
- Strategic Thinking: Ability to develop and implement scalable strategies that align with both regional and global objectives.
- Strong leadership and communication skills, enabling effective collaboration with diverse teams across multiple countries.
- Deep understanding of customer service best practices and the ability to analyze and adapt to market-specific needs.
- Proficiency in managing and training support staff, coupled with strategic thinking to implement scalable solutions, is essential.
- Technological Proficiency: Familiarity with customer support software and tools (Specially zendesk).
- Excel and google sheet proficiency: Medium to Advanced.
- Desirable experience in managing BPO, expertise in customer experience methodologies and best practices which improve overall customer satisfaction and loyalty.
Benefits
- 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
- Life insurance.
- Phone finance, Headphone, home office equipment and wellness perks.
- 30 days of Christmas bonus.
- 20 days paid Vacation.
- 50% Vacation premium.
- 13% Saving funds.
- $2,000 MXN monthly grocery coupons.
- $2,000 USD annual Co-working Travel perk.
- $2,000 USD annual Professional Development perk.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer support managementstrategic thinkingproblem-solvingdata analysiscustomer service best practicestraining and developmentchat script optimizationperformance metrics analysisBPO managementcustomer experience methodologies
Soft Skills
leadershipcommunicationcross-functional collaborationaccountabilityownershipcontinuous improvementcustomer satisfaction focusfeedback provisionadaptabilitystakeholder management