Global Customer Service Director (North America and EMEA Regions)
On-siteBogotá, Bogota D.C., Colombia or Col, Občina Ajdovščina, Republic of Slovenia
Job Summary
Lead and empower global Customer Service teams across North America and EMEA, establishing consistent standards for interaction and issue resolution. Oversee end-to-end workflows for IT Asset Disposition operations, including pickup scheduling, tracking, and reporting. Drive process re-engineering by designing re-organization plans to optimize efficiency and scale operations using CRM systems and automated ticketing. Serve as the senior escalation point for client inquiries, driving effective resolutions and maintaining strong relationships with key stakeholders. Develop and monitor key performance indicators to measure service health and the impact of continuous improvement initiatives. Manage and coach Customer Service Representatives across regions, ensuring seamless support from initial contact to final resolution for ITAD clients.
Required Qualifications
- 10+ years of experience in Customer Service, Client Success, or Service Operations
- 3-5 years managing a global or multi-region team
- Regional experience managing and coordinating North America teams and LATAM teams
- Strong knowledge of complex, technical service environments, ideally within IT, IT Asset Disposition reverse logistics, or a related field
- Proven expertise in departmental re-engineering and continuous improvement methodologies (e.g., Six Sigma, Lean)
- Deep understanding of CRM systems (such as Salesforce, HubSpot, or Zendesk) to drive operational efficiency and data reporting
- Exceptional communication and negotiation skills for managing senior client relationships and internal stakeholders
- Fully bilingual (English and Spanish)
- based in Mexico or Colombia
- willing to join our Global Customer Service team
Desired Qualifications
- Managing teams in EMEA
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.