Latam Customer Support Manager – Spanish Speaking

Role Overview

• Drive operational excellence within the Customer Experience team by helping optimize processes for our México, Argentina and Chile operations, making sure the team achieves the KPIs, enhancing service delivery, and ensuring seamless support across customer touchpoints.
• Identify, design, and implement initiatives that streamline CX operations, reduce response times, and enhance quality of service. Continuously evaluate existing workflows for improvement opportunities.
• Track and analyze customer service metrics (CSAT, Productivity, Full Resolution Time, FCR, etc.) to assess performance, inform decisions, and report on operational efficiency. Provide regular updates to leadership and cross-functional teams.
• Oversee a team of CX specialists, including hiring, training, coaching, and performance management. Foster a positive team culture focused on growth, accountability, and customer-centricity.
• Develop and maintain a quality assurance program to ensure consistency and excellence across all customer interactions.
• Work closely with Product, Customer Success, Process Improvement and WFM teams to gather customer feedback, align on brand messaging, and ensure seamless integration of CX initiatives across departments.
• Inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.

Requirements

• A true team player with previous experience in CX, Customer Support or Operations.
• Leadership: You are a dedicated person with previous experience as a leader, able to lead, inspire, and develop teams in a fast-paced environment. Proven track record in building team cohesion and driving positive team dynamics.
• Customer-Centric: Deep understanding of customer support metrics, and continuous improvement principles.
• Languages: Proficiency in English and Advanced Spanish is mandatory.
• Problem-Solving: Ability to assess complex situations, identify root causes, and implement effective solutions promptly.
• Analytical: You are tenacious and goal-oriented, proficient in data analysis and familiar with reporting tools (e.g., Power BI, Tableau, Zendesk Explore). Strong ability to interpret and act on quantitative and qualitative data.
• Tech-Savvy: A self-starter who can multi-task and adapt to a fast-growing organization. Familiarity with CRM and CX platforms (e.g., Zendesk, Salesforce, HubSpot) and experience in implementing technology solutions to enhance CX.
• Experience working in fast-paced, high-growth tech or SaaS environments.
• Communication: A strong communicator both written and verbal to lead cross-functional initiatives and present findings to stakeholders.

Tech Stack

• Tableau

Benefits

• Free Gold+ membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.
• A complete emotional wellbeing program with a unique approach. It offers personalized journeys that combine individual therapy sessions (52 per year) and on-demand content.
• Health, dental, and life insurance.
• As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. When you join, use our home office reimbursement to set up your home office.
• It’s important to take time away from work to recharge.Employees receive vacations after 6 months and additional 3 days off per year + 1 day off for each year of tenure (up to 5 additional days) + an extra holiday for your birthday!
• Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.
• Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.
• You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters.