About the job 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
Motum focuses on creating high-performing international teams for US-based companies. Our mission is to empower ambitious and qualified individuals from all over the world, and connect them with U.S. companies for fully-remote roles that match their skills and aspirations. Ready to join us?
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 (US time-zone to be determined)
- Full-Time: 40 hours per week
We Offer:
- 🌎 100% remote role!
- 💵 $1,000-$1,200 per month
- 🇺🇸 Grow along a top US company and shape its future
- 🚀 Career Advancement Opportunities
❗️Submitting an Application
To finalize your application, please record a brief Loom video (1-2 minutes) covering the following:
- Remote Team Management:
- How do you manage and monitor a remote team? (e.g., tools like Slack, Trello, or Zendesk.)
- How do you keep your team motivated and productive remotely?
- Performance Monitoring:
- What metrics or tools do you use to track team performance? (e.g., dashboards, QA software, or regular check-ins.)
- Share an example of coaching a team member to improve.
- Communication & Collaboration:
- How do you ensure clear communication and teamwork in a remote setting?
- Share an example of resolving a remote team challenge.
👉🏻 How to Submit Your Video:
- Record your video using Loom (or a similar tool) using the camera only mode and include the link in your application.
- Ensure your video is clear, concise, and no longer than 3 minutes.