Pluxee is a global player in employee benefits and engagement that operates in 28 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across meal & food, well-being, lifestyle, reward & recognition, and public benefits. Powered by leading technology and more than 5,600 engaged team members, pluxee acts as a trusted partner within a highly interconnected b2b2c ecosystem made up of more than 500,000 clients, 37 million+ consumers, and 1.7 million+ merchants. Conducting business for more than 45 years, pluxee is committed to creating a positive impact on local communities, supporting well-being at work for employees, and protecting the planet.
we are seeking a customer service manager who will lead the department's operations and report directly to the vp of operations. This position will oversee a team of 40+ call center agents and will be responsible for ensuring operational excellence, meeting key business metrics, and supporting team development. The role will have a direct impact on customer service quality, process efficiency, and the implementation of customer loyalty initiatives.
your next challenge:
* lead and manage the daily workflow of the customer service department, ensuring operational efficiency and high service quality.
* oversee and develop a team of 40+ call center agents, driving performance, engagement, and continuous improvement.
* define, implement, and monitor customer service objectives and key business metrics (kpis).
* support recruitment and onboarding processes to strengthen the team's capabilities and growth.
* contribute to the design and implementation of customer loyalty and retention initiatives.
* ensure accurate documentation and tracking of all customer interactions.
* address and resolve complex customer inquiries when necessary.
* collect and implement customer feedback to continuously improve service quality and processes.
* monitor daily operational performance and ensure alignment with business targets.
* generate detailed reports and insights on customer interactions, service performance, and operational outcomes.
* identify and implement training and development opportunities for team members.
* manage and oversee the customer service department budget.
* collaborate with senior leadership and key stakeholders, reporting directly to the director of operations.
you're a match:
* completed university degree (bachelor's degree required).
* proven experience of 3+ years leading large-scale customer service or call center operations (40+ team members), preferably in call center pure players or in b2b/b2c companies.
* strong analytical and data-driven mindset, with experience using metrics to drive operational improvements.
* ability to present insights and operational updates clearly to senior stakeholders.
* advanced english proficiency (required), including the ability to deliver presentations and communicate with international teams.
* senior profile with strong leadership, initiative, and critical thinking skills.
* ability to challenge processes constructively and drive continuous improvement.
* strong stakeholder management and cross-functional collaboration skills.
* experience developing high-performing teams and fostering a culture of accountability and service excellence.
your location:
hybrid and flexible work model based in mexico city.
happy at work:
1) a meaningful job: be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.
2) a great culture: people matter – a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun!
3) an empowering environment: be yourself! At pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.