Kelly Services
Customer Service Manager
Job Description
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 teamleadin...