Customer Support Manager

Asistente Virtual is a modern digital services company providing virtual operational, administrative, and technical support to businesses across multiple industries. We are seeking an experienced Customer Support Manager to lead our remote support operations, managing the support team and improving customer experience while ensuring high-quality service delivery.

Responsibilities:

• Lead and manage the customer support team
• Oversee daily support operations and ticket resolution workflows
• Develop and improve customer service processes and standards
• Monitor KPIs such as response time, resolution rate, and customer satisfaction
• Train, coach, and support support agents
• Handle escalated or complex customer issues
• Collaborate with technical and operations teams to improve service quality
• Prepare performance reports and support analytics

Requirements:

• Proven experience as a Customer Support Manager or similar leadership role
• Strong team management and communication skills
• Experience with support tools (Zendesk, Freshdesk, Jira Service Management, etc.)
• Ability to analyse customer service metrics and improve performance
• Strong problem-solving and conflict-resolution skills
• Experience in remote team management
• Ability to work independently in a remote environment
• Bachelor's degree in Business, Communications, or related field