Join Our Team as a Senior Customer Experience Manager
Are 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.
Key Skills & Competencies:
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!