About the rolewe're seeking a dynamic and experienced customer service manager to lead our customer support operations for the u.s. market. Based in mexico city, this hybrid role offers the flexibility of remote work while staying connected to a vibrant local team. If you're passionate about delivering exceptional customer experiences and thrive in a fast-paced, cross-border environment, we'd love to meet you.key responsibilitieslead and manage a team of customer service representatives supporting u.s.-based clients.develop and implement customer service policies, procedures, and standards.monitor performance metrics and drive continuous improvement in service quality.handle escalated customer issues with professionalism and efficiency.collaborate with cross-functional teams (sales, product, operations) to ensure seamless customer interactions.provide coaching, training, and development opportunities for team members.requirementsproven experience in customer service leadership roles (minimum 3 years).strong understanding of u.s. customer expectations and service standards.excellent communication skills in english (spoken and written).comfortable working remotely and managing virtual teams.ability to analyze data and make strategic decisions based on insights.experience with crm systems and customer support platforms (e.g., zendesk, salesforce).preferred qualificationsbilingual (english/spanish).experience in e-commerce, saas, or tech-driven customer service environments.familiarity with u.s. business culture and time zones.what we offercompetitive salary and benefits package.flexible work schedule with remote-first culture.opportunities for growth and professional development.a collaborative and inclusive team environment.about the rolewe're seeking a dynamic and experienced customer service manager to lead our customer support operations for the u.s. market. Based in mexico city, this hybrid role offers the flexibility of remote work while staying connected to a vibrant local team. If you're passionate about delivering exceptional customer experiences and thrive in a fast-paced, cross-border environment, we'd love to meet you.key responsibilitieslead and manage a team of customer service representatives supporting u.s.-based clients.develop and implement customer service policies, procedures, and standards.monitor performance metrics and drive continuous improvement in service quality.handle escalated customer issues with professionalism and efficiency.collaborate with cross-functional teams (sales, product, operations) to ensure seamless customer interactions.provide coaching, training, and development opportunities for team members.requirementsproven experience in customer service leadership roles (minimum 3 years).strong understanding of u.s. customer expectations and service standards.excellent communication skills in english (spoken and written).comfortable working remotely and managing virtual teams.ability to analyze data and make strategic decisions based on insights.experience with crm systems and customer support platforms (e.g., zendesk, salesforce).preferred qualificationsbilingual (english/spanish).experience in e-commerce, saas, or tech-driven customer service environments.familiarity with u.s. business culture and time zones.what we offercompetitive salary and benefits package.flexible work schedule with remote-first culture.opportunities for growth and professional development.a collaborative and inclusive team environment.