Latam Customer Support Manager (SaaS)

TL;DR

Latam Customer Support Manager (SaaS): Driving operational excellence within the Customer Experience team by optimizing support processes for Mexico, Argentina, and Chile with an accent on KPI achievement and service delivery. Focus on building and leading high-performing support teams, data-driven decision-making, and enhancing cross-functional collaboration.

Location: Must be based in or able to commute to São Paulo, Brazil (Hybrid)

Company

hirify.global is a global workplace wellness platform connecting employees to fitness, mindfulness, and health resources.

What you will do

• Identify, design, and implement initiatives to streamline CX operations and reduce response times.
• Track and analyze key customer service metrics like CSAT, productivity, and FCR to inform operational decisions.
• Oversee and develop a team of CX specialists, focusing on hiring, coaching, and performance management.
• Maintain a quality assurance program to ensure consistent excellence across customer interactions.
• Collaborate with Product, Customer Success, and WFM teams to align on brand messaging and support initiatives.
• Foster a culture of wellbeing and accountability within the team.

Requirements

• Fluent English and Advanced Spanish proficiency required.
• Previous experience in CX, Customer Support, or Operations management.
• Proven leadership experience in building and developing teams in a fast-paced environment.
• Strong analytical skills and proficiency with reporting tools like Power BI, Tableau, or Zendesk Explore.
• Experience with CRM and CX platforms such as Zendesk, Salesforce, or HubSpot.
• Must be based in São Paulo, Brazil, for a hybrid work arrangement.

Nice to have

• Experience in high-growth tech or SaaS environments.

Culture & Benefits

• Flexible benefits program allowing customization based on needs.
• Access to hirify.global Gold+ membership, including digital fitness, therapy, and nutrition resources.
• Comprehensive health, dental, and life insurance.
• Flexible work policy with hybrid options and home office setup reimbursement.
• Generous paid time off, including vacations after 6 months and birthday leave.
• 100% paid parental leave and supportive ramp-back periods for new parents.