Sr Manager, Customer Service LATAM & Spain Transcript

Location: Mexico City, Mexico; hybrid work model with in-office presence required on Mondays and Wednesdays.

Company

hirify.global designs educational content for students and educators.

What you will do

• Lead, coach, and develop customer service front-line teams across LATAM.
• Oversee workload distribution, queue management, scheduling, and daily operations across time zones.
• Ensure achievement of SLAs, KPIs, quality standards, and customer satisfaction targets.
• Serve as the escalation point for complex or high-impact customer issues.
• Build cross-functional partnerships with Workforce Management, Training, QA, Product, and Operations teams.
• Drive process improvements, tool enhancements, standardized workflows, reporting frameworks, forecasting, staffing plans, and resource optimization.

Requirements

• 8+ years of experience in customer service or contact center operations, including 3–5 years in a people leadership role.
• Advanced bilingual proficiency in English and Spanish, written and spoken.
• Proven ability to manage SLAs, KPIs, and performance metrics in a high-volume environment.
• Experience leading teams through organizational change and transformation.
• Experience with Salesforce.
• Strong cross-functional collaboration and partnership-building skills.

Nice to have

• Experience with IP 1.
• Education industry experience.

Culture & Benefits

• Hybrid work model with required office attendance on Mondays and Wednesdays.
• Opportunity to contribute to educational content designed to support the future of education.