Director, Customer Technical Services (Contact Center Lead)
On-site · Mexico City, Mexico City, Mexico or Manila, Metro Manila, Philippines
Job Summary
Director, Customer Technical Services (Contact Center Lead) leads the global Customer Support organization across CDMX, Mexico and Manila, Philippines, developing and implementing service standards, controls, and end-to-end workflows for customer inquiries and escalations. Drives regulatory and information security compliance, forecasting and capacity planning, performance management, coaching and development, and continuous process improvements including automation and AI adoption to enhance service quality and customer satisfaction. Strong leadership, strategic vision for customer support, and ability to communicate with senior stakeholders are required; English proficiency is essential and Chinese language proficiency is strongly preferred. The role is based in CDMX and Manila with responsibility for global contact center operations.
Required Qualifications
- Bachelors degree in finance, Business Administration or a related field
- Considerable experience in a leadership role in the financial services or payments industry
- Oral and written proficiency in English; Filipino is a must
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