Manager Customer Care
On-siteGuadalupe, Zacatecas, Mexico
Job Summary
Lead a front-line team supporting customers across the United States by serving as the escalation point for two high-volume, complex regions. Manage daily operations, handle high-stakes escalations, and drive a culture of ownership and urgency. Mentor representatives on communication, priority management, and customer ownership while identifying high-potential talent. Partner with leadership to identify operational inefficiencies, improve systems, and champion proactive customer engagement. Build cross-training and coverage to ensure team resilience during absences and demand spikes. Schedule flexes to maintain coverage strong when the West Coast is live. Own key operational efforts within your pod to keep them running without day-to-day escalation.
Required Qualifications
- Bachelor Degree
- Advanced English skills
- 3+ Years of experience in customer-facing roles with at least 1 year in people management
- Experience in B2B order support, manufacturing, or distribution environments
- Proven ability to lead operationally complex, customer-facing teams while driving alignment across functions
- Strategic thinking with a strong bias toward action, clarity, and accountability
- Data-driven mindset with a demonstrated ability to analyze KPIs, extract insights, and implement improvements
- Excellent written and verbal communication skills, including the ability to influence stakeholders across levels and functions
- Confident and calm under pressure—skilled at navigating escalations and customer friction with professionalism and urgency
- Ability to coach and develop front-line staff while simultaneously influencing peers and leadership
- Experience leading change initiatives and creating structure in ambiguous or evolving environments
- Strong operational discipline and comfort with workflow systems, CRM platforms, and modern Customer Support tools
- Clear understanding of the customer journey and the impact of support experience on overall business performance
- Naturally owns outcomes with a 'we'll take care of it' mentality that elevates team trust, customer confidence, and organizational momentum
- Demonstrated ability to mentor peers and serve as a steadying influence within a leadership team
- 0-25% travel
Desired Qualifications
- familiarity with commercial lighting, electrical distribution, or adjacent industries
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