Customer Service Manager - ON SITE in Monterrey

Important IT company At the Latin American level, growth requires

Customer Service Manager

Customer Service Manager responsible for managing customer-facing IT/Telecom services, ensuring service quality, customer satisfaction, operational performance, and effective coordination across technical and virtual teams.

Required Experience;

• 5+ years of experience in Customer Service / Service Management (RUN) within the Telecom or IT industry.
• Proven experience managing customer-facing relationships , service performance, escalations, and operational governance.
• Experience leading virtual/multidisciplinary teams in dynamic and customer-driven environments.
• Strong communication, stakeholder management, and problem-solving skills.

Technical Knowledge;

• Solid technical understanding of Connectivity, Voice, Cloud and SD-WAN services.
• Knowledge of Microsoft Teams and enterprise communication solutions.
• Experience working with or managing environments involving Cisco and Fortinet technologies.
• Ability to understand technical issues, coordinate technical teams, assess impacts, and communicate solutions effectively to customers.

Key Responsibilities;

• Manage the customer relationship and act as the primary service management point of contact .
• Ensure operational performance, SLA compliance, incident/escalation management, and continuous service improvement.
• Coordinate technical teams during the Cisco-to-Fortinet migration project , ensuring service continuity and effective communication with the customer.
• Drive governance, status reporting, risks, issues, and action plans across stakeholders.

Work Model

• Posibiliry of 2 days per week at the office in Monterrey, Mexico .
• Combination of RUN Service Management and project/migration activities .

• ADVANCED CONVERSATIONAL ENGLISH AND SPANISH ESSENTIAL (Will be evaluated).
• If you are a foreingner residing in Mexico, you must have a valid INE, CURP, NSS and RFC.
• Job type : ON SITE.
• Location : Monterrey, Mexico.
• Salary : $90,000 gross.
• Benefits : Excellent superior benefits.