Customer Support Manager

🌎Fully remote for LATAM!

👉🏻 PLEASE BE AWARE THAT FOR THIS ROLE WE ARE EXCLUSIVELY CONSIDERING APPLICATIONS FROM INDIVIDUALS CURRENTLY RESIDING IN LATAM. WE APPRECIATE YOUR UNDERSTANDING OF THIS REQUIREMENT DURING THE APPLICATION PROCESS.

❗️️️️ONLY ENGLISH RESUMES WILL BE REVIEWED️ ️️❗️

🗣️ ️PLEASE NOTE THAT THIS ROLE REQUIRES ENGLISH PROFICIENCY (C1-C2 LEVEL)

About Motum

At Motum, we deliver exceptional customer support solutions that drive satisfaction and efficiency to Fortune 500 companies. As part of our highly skilled, bilingual team, youll use cutting-edge technology to handle inbound and outbound communication, technical assistance, live chat, and omnichannel support.

Whether youre passionate about call center operations, multilingual support, or creating tailored customer experiences, Motum offers high-quality opportunities that align with your skills and ambitions.

About the Role

As a Customer Support Manager, you will lead a team of 20 Customer Support Specialists, ensuring they deliver exceptional service to our customers. You will be responsible for coaching, mentoring, and motivating your team to achieve performance goals while maintaining a customer-first mindset. This role requires strong leadership skills, a passion for customer service, and the ability to thrive in a dynamic environment.

Responsibilities:

• Handle customer support calls, including resolving complex or escalated issues.
• Assist with high-volume inbound calls during peak times or as needed.
• Oversee and manage a team of 20 Customer Support Specialists.
• Monitor team performance metrics and provide regular feedback and coaching.
• Conduct one-on-one sessions and team meetings to address challenges and share best practices.
• Identify training needs and organize development programs for the team.
• Analyze performance data to identify trends and implement improvement strategies.
• Handle escalated customer concerns and ensure timely resolution.
• Collaborate with other managers to align on goals and improve processes.
• Foster a positive, customer-obsessed team culture.

Requirements:

• English proficiency (C1-C2 level).
• At least 3 years of experience in customer support, with 1+ year in a leadership or managerial role.
• A stable internet connection and a dedicated, quiet office space.
• Proven track record of delivering exceptional customer service and resolving complex issues.
• Strong leadership and team management skills, with the ability to motivate and inspire a team.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to analyze data and use it to drive performance improvements.
• Customer-obsessed with a passion for helping customers and advocating for their needs.

Additional Information:

• Working Hours: Monday to Friday, 9 AM - 5 PM (time-zone to be determined)
• Full-Time: 40 hours per week

We Offer:

💻 100% remote role!

💵 $1000-$1,200 USD per month

📈 Career Advancement Opportunities

🏥 Medical Insurance (after 90 days)

️ 🏝️ Paid Time Off