Customer support manager
hoy
customer support manager
location: mexico city, mexico
type: full-time
please submit all cover letters and resumes in english
about synchtank
at synchtank, we build powerful saas solutions that help the world's most innovative media and music companies manage their rights, metadata, royalties, and sync licensing operations. From major broadcasters and music publishers to production music libraries and gaming studios—the music industry runs on synchtank.
we live by five core values:
* we not me - we win together.
* own it - take accountability.
* get sh*t done - be results-driven.
* assume best intent - trust and empathy first.
* think bigger - challenge the status quo.
we're growing fast and looking for an experienced, proactive, and empathetic customer support manager who can lead and scale our global support operations, serve as a trusted resource for clients, and ensure our users feel supported every step of the way.
what you'll do
* lead and manage the day-to-day operations of synchtank's customer support function
* hire, train, and coach a high-performing support team across time zones
* define and report on support kpis (response time, resolution time, csat, etc.)
* develop internal support documentation, macros, and playbooks to drive efficiency
* collaborate with product and engineering to escalate and track complex issues through resolution
* champion the voice of the customer by sharing feedback and insights across the business
* design and execute onboarding and troubleshooting resources that empower users
* build a culture of empathy, responsiveness, and ownership within the support team
what you bring
* 5+ years of experience in a managerial role in customer support or experience
* experience supporting enterprise saas products, preferably in the media, music, or rights-tech space
* deep knowledge of support platforms like zendesk, hubspot and jira. Salesforce experience is a bonus
* strong problem-solving and prioritization skills with a bias for action
* exceptional english written and verbal communication skills
* ability to lead with empathy while holding a high standard for performance
* experience building support processes, documentation, and reporting from the ground up
* bonus: familiarity with music publishing, sync, or media supply chain workflows
why join us
* partner with some of the biggest names in music, media, and entertainment
* own a high-impact function with autonomy and visibility across the company
* help shape the support experience for a rapidly scaling platform
* remote-first flexibility with a fast-moving, collaborative culture
* the music industry runs on synchtank—come support the future with us.
pay: $12,801.39 - $24,621.88 per month
experience:
* management: 5 years (required)
* zendesk: 2 years (required)
* music-tech or music/media/entertainment industry: 2 years (preferred)
language:
* english fluently (required)
work location: remote
technical support manager (flagship)
azcapotzalco, distrito federal at&t
hoy
at&t introduction
at at&t, we bring the world together with technology in ways you never imagined. Whether it's your next big idea or the newest innovation, we're looking for people like you to lead the way. Your creative solutions could impact innovations across telecommunications, high-speed internet, and entertainment. It's an opportunity to combine your passions for entertainment, media, and technology to transform our company and your career. Step into a future with at&t.
description
* advanced bilingual spanish and english language conversational skills - interact seamlessly with business and consumer customers all across the u.s. with advanced english fluency and comprehension.
* previous experience performed service desk l1 or l1.5 for telecom services & devices including:
* preferred experience utilizing common service desk tools to gather critical information needed to resolve issues and inquiries.
* education requirements: preferred associate degree in computer information systems or technical education equivalent in computer science
* schedule flexibility: our centers operate monday through sunday from 7:00 am to 9:15 pm. Ability to work extended/flexible hours including weekends, holidays, evenings, etc. as necessary
* excellent leadership, interpersonal, and communication skills
* 3+ years customer service experience
* 1+ years management/supervisory experience
* good decision maker with a high degree of attention to detail
* demonstrated ability to define goals, implement processes, prioritize workflow and maintain deadlines
* strong problem solving and analytical abilities
* excellent coaching ability
principal functional skills / competencies:
* call center technologies
* customer support policies, standards and procedures
* displays high integrity and honesty
* drives for results
* knowledge of customers
* knowledge of product line
* service excellence
* solves problems and analyzes issues
* takes initiative
lifeatatt
technical support manager- mexico
hoy
all roles at jumpcloud are remote unless otherwise specified in the job description.
about jumpcloud
- jumpcloud helps it teams and managed service providers (msps) make work happen by centralizing management of user identities and devices, enabling small and medium-sized enterprises to adopt zero trust security models. Jumpcloud has been used by more than 200,000 organizations, including gofundme, grab, classpass, beyond finance, and foursquare. Jumpcloud has raised over $400m from world-class investors including sapphire ventures, general atlantic, sands capital, atlassian, and crowdstrike. Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the it industry forever.
about the role
as a technical support manager for tier 1, tier 2, and tier 3 support you will be responsible for managing and building a world-class team of customer support engineers that can provide an elevated level of support to our highest priority customers. We are looking for a visionary leader with a growth mindset, empathy, and a relentless drive to exceed customer expectations each and every day. Your team will be distributed across the globe so experience managing a culturally and geographically diverse team is preferred.
responsibilities:
* provide day-by-day management for tier 1, tier 2, and tier 3 support engineers including: reviewing customer interactions across omni-channel service, leading staff meetings, driving employee development plans, and assisting with escalations for tier 2 and tier3
* analyze data to drive performance and eliminate friction points for customers
* act as a customer and partner advocate to resolve cases, calls, and chats in accordance with published service levels and correctly categorize their reported issues
* collaborate with other support managers to ensure an optimal customer experience
* review and define processes for case framing, triage, case handoffs, escalations, and next steps for lingering cases
* strive for constant improvement through processes that increase efficiency and consistency for global case responses
* develop and execute on key objectives tied to company goals
* drive a culture of case reduction and measurable improvement through process, product, documentation, and training enhancements
* collaborate with the customer success learning partner to ensure the support team has access to the tools and training materials
* partner with the workplace planning team to develop shifts, on-call rotations, and schedules that meet the demand of a global customer base
* coach and develop support engineers through highly effective 1-1s and growth plans
* monitor customer satisfaction via customer surveys, escalations to management, and performance dashboards
* additional duties may be assigned
qualifications:
* shift time: 11:00-20:00 ct mon-fri
* 4+ years of experience in customer support management, preferably supporting a saas it product across a global customer base
* 7+ years in a technical role supporting it products
* 1+ years managing a fully remote team
* ability to multitask and pivot when necessary in a fast-paced environment
* excellent communication skills and customer facing abilities
* technical degree or relevant professional experience
* ability to make data-driven decisions in line with strategic initiatives
* experience motivating high performing teams, building technical support teams, and retaining top talent
* familiarly with it services, iam and daas a strong plus
* project management experience with ability to drive the team through changes in processes
* experience managing remote teams and managing teams in a 24x7 environment a plus
* physical demands: while performing the duties of this job, the employee is regularly required to talk or hear
* #li-pd1
where you'll be working/location:
* jumpcloud is committed to being remote first, meaning that you are able to work remotely within the country noted in the job description.
you must be located in and authorized to work in the country noted in the job description to be considered for this role.
please note: there is an expectation that our engineers participate in on-call shifts. You will be expected to be ready and able to respond during your assigned shift, so that alerts don\'t go unaddressed.
why jumpcloud?
* if you thrive working in a fast, saas-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you jumpcloud is an incredible place to share and grow your expertise
customer support specialist
azcapotzalco, distrito federal soarswell consulting
work schedule: (8 hour shift) 9 am to 9 pm monday to sunday, resting 2 days during the week.
english level b2 and/or c1.
minimum experience of 6 months as a verifiable bilingual telephone agent.
imss weeks report verification of job stability essential.
education: minimum completed baccalaureate with certificate; or high school diploma if studied in the us (must have graduated up to grade 12)
activities: retention, cross-selling and customer service.
customer support specialist
hoy
work schedule: (8 hour shift) 9 am to 9 pm monday to sunday, resting 2 days during the week.
english level b2 and/or c1.
minimum experience of 6 months as a verifiable bilingual telephone agent.
imss weeks report verification of job stability essential.
education: minimum completed baccalaureate with certificate; or high school diploma if studied in the us (must have graduated up to grade 12)
activities: retention, cross-selling and customer service.
hoy
every day, global payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
summary of this role:
what part will you play?:
* resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of 1-2 assigned company clients. Provides standardized or scripted responses by utilizing basic gui screens for client systems and established documentation and processes. Enters required data into client provided systems and databases. Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced customer service representatives or designated departments for further investigation and resolution.
* begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients.
what are we looking for in this role?:
minimum qualifications
* high school diploma or equivalent
* typically no relevant experience required
preferred qualifications
* none identified
what are our desired skills and capabilities?
* skills / knowledge - acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
* job complexity - works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
* supervision - normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
hoy
every day, global payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
summary of this role:
what part will you play?:
* resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of 1-2 assigned company clients. Provides standardized or scripted responses by utilizing basic gui screens for client systems and established documentation and processes. Enters required data into client provided systems and databases. Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced customer service representatives or designated departments for further investigation and resolution.
* begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients.
what are we looking for in this role?:
minimum qualifications
* high school diploma or equivalent
* typically no relevant experience required
preferred qualifications
* none identified
what are our desired skills and capabilities?
* skills / knowledge - acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
* job complexity - works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
* supervision - normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
call center_cleck customer support
* evo bus gratuito;
call center_cleck customer support
hoy
* evo bus gratuito;
call center_cleck customer support
hoy
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