Join our team as a senior customer experience managerare you ready to lead and elevate customer support operations in mexico city? We are on the hunt for a customer experience manager with a knack for transforming the customer journey into long-term satisfaction and business growth.what you'll do:strategy development: design and implement customer experience strategies, ensuring service standards align across teams to boost satisfaction.support leadership: oversee daily support across email, chat, and phone channels, handling high-touch cases like shipment issues and dispute resolution.empathetic supervision: lead all escalations with empathy and professionalism, ensuring efficient and cohesive resolution.kpi monitoring: track critical kpis such as response time, resolution rate, csat, and nps; use data to identify pain points and guide improvements.team development: coach, mentor, and expand the support teamleading hiring, onboarding, and performance coaching.documentation ownership: manage customer-facing documentation, automate workflows, and enhance internal knowledge-sharing.customer advocacy: represent the customer in leadership discussions, translating insights into impactful product and service enhancements.what we're looking for:2+ years in customer experience, client services, or customer operations, with a track record in service improvement and team leadership.leadership experience managing support teams, hiring, and coaching agents.deep empathy, excellent communication, and problem-solving skills.fluent in english (spoken and written); additional languages are a bonus.based in mexico city with full availability for on-site work.comfort with crm and support platforms (e.g., front, shopify); confident using data for decision-making.personal interest or knowledge in luxury goods (e.g., watches, collectibles) is highly desirable.strategic & analytical thinking: diagnose issues using data and plan for long-term service improvement.leadership & coaching: guide support teams for consistent growth and impact.customer advocacy: deliver premium-level service and foster loyalty.cross-functional collaboration: align support initiatives with broader business goals.operational excellence: strong organization, adaptability, and multi-tasking skills.why join us?Take on a leadership-level role where you'll directly shape customer experience processes.collaborate with an international organization at the forefront of luxury e-commerce.competitive local salary with performance-based incentives and benefits.be part of a fast-growing culture that rewards innovation, ownership, and team excellence.ready to make an impact in the luxury e-commerce world? Apply now to be a part of our dynamic team!
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