Pluxeeis 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 acustomer service managerwho will lead the department's operations and report directly to thevp of operations. This position will oversee a team of40+ call center agentsand 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 of40+ call center agents, driving performance, engagement, and continuous improvement. Define, implement, and monitorcustomer 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 ofcustomer loyalty and retention initiatives. Ensure accurate documentation and tracking of all customer interactions. Address and resolve complex customer inquiries when necessary. Collect and implementcustomer feedbackto 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 implementtraining and development opportunitiesfor team members. Manage and oversee thecustomer service department budget. Collaborate with senior leadership and key stakeholders, reporting directly to thedirector of operations.you're a match:completed university degree(bachelor's degree required). Proven experienceof 3+ yearsleadinglarge-scale customer service or call center operations (40+ team members),preferably in call center pure players or in b2b/b2c companies. Stronganalytical 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 strongleadership, initiative, and critical thinking skills. Ability to challenge processes constructively and drive continuous improvement. Strongstakeholder managementand 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 inmexico 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.