Manager, Client Experience Technical
On-site · Mérida, Yucatán, Mexico
Job Summary
Leader in Client Experience Technical operations responsible for directing high-performing technical support teams, maintaining strong client relationships, and developing Team Captains into effective leaders. Accountable for customer experience outcomes, support quality, operational performance, and scalable practices. Manage day-to-day client communication, performance reporting, escalation management, and quality improvement initiatives while ensuring teams possess the knowledge, tools, processes, and support needed to deliver exceptional customer experiences. Drive continuous improvement, monitor KPIs/CSAT/QA/SLA, and collaborate across Operations, Workforce Management, Training, Quality, People Experience, Client Success, and other support functions. Ensure documentation, support procedures, and communication frameworks remain accurate and effective, while fostering a culture of accountability, learning, and operational excellence. Promote best practices in troubleshooting, escalation handling, and customer interactions and lead efforts to standardize processes across programs.
Required Qualifications
- Bachelor’s Degree in a related field or equivalent professional experience
- 4+ years of experience leading Technical Support, Customer Support Operations, or Client Experience teams
- 3+ years managing Team Leads, Team Captains, Supervisors, or frontline support leaders
- Experience supporting SaaS, technology, AI, or highly technical products
- Strong experience managing client relationships and operational performance
- Proven success improving CSAT, QA, SLA, productivity, and operational performance metrics
- Experience managing escalations and complex customer issues
- Strong coaching, leadership development, and performance management experience
- Experience using data and reporting to drive operational decisions, continuous improvement
- Strong presentation, stakeholder management, and communication skills
- Advanced Google Sheets and reporting capabilities
- Experience with Zendesk, Jira, Salesforce, HubSpot, Talkdesk, or similar platforms
- Familiarity with APIs, SaaS integrations, email infrastructure, DNS, and technical troubleshooting concepts is strongly preferred
- Experience supporting AI products, AI-enabled platforms, or rapidly evolving technology environments is highly desirable
- Experience managing distributed or global teams is preferred
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