Global Customer Support Manager

Global Customer Support Manager

San José, Costa Rica

Key Responsibilities

• Lead and develop a high-performing, product-aligned customer support team, balancing exceptional customer experience with service quality and operational productivity.
• Own team performance against established productivity and quality targets, including progress toward 2.8 cases per agent per day, customer sentiment, backlog health, and service-level expectations.
• Monitor team performance daily, address performance gaps proactively, and review results and improvement plans during the weekly Pod Operations Review.
• Lead the onboarding and certification of founding cohorts, targeting full readiness within 30 days for L1 agents and 45 days for L2 agents.
• Monitor queue signals—including backlog formation, case aging, demand shifts, and arrival patterns—and take proactive action before they affect customers or service levels.
• Schedule agents according to the Americas shift catalog, maintain staffing within the 100–130% coverage band, and prevent coverage gaps.
• Maintain a consistent performance-management rhythm through biweekly, employee-led one-on-one meetings, clear productivity and customer sentiment expectations, timely recognition, and constructive coaching.
• Use Level AI insights across 100% of customer interactions to monitor sentiment, reinforce quality standards, and identify coaching opportunities.
• Triage escalations within the team and personally engage with customers when needed to de-escalate concerns and accelerate resolution. Route advanced issues to the pod’s L3 and DEEP teams through clean, complete handoffs.
• Maintain disciplined case management and documentation practices to ensure accountability, continuity, and seamless global handoffs.

Requirements

• 3+ years of people-management experience in technical support, preferably within an enterprise SaaS or B2B technology environment.
• Proven experience leading customer support teams and managing productivity, service quality, customer satisfaction, queue performance, and escalations.
• Strong coaching and performance-management skills, with the ability to establish clear expectations, recognize strong performance, and address performance gaps.
• Hands-on technical troubleshooting credibility, with the ability to understand complex cases, challenge root-cause analyses, and coach agents through difficult customer issues.
• Demonstrated ability to interpret queue signals, coverage models, productivity metrics, and customer sentiment trends and translate them into timely operational decisions.
• Strong understanding of enterprise B2B customer expectations, including service-level commitments, complex escalations, stakeholder communication, and long-term customer relationships.
• Strong Salesforce knowledge and experience using customer support and case management tools.
• Fluent English and Spanish, with the ability to coach employees and communicate effectively with customers and stakeholders in both languages.