Support Manager

What this is all about

We are a global company focused on developing the best fulfillment & delivery technology in the world. We provide leading retailers such as Walmart, Falabella, and HEB with advanced software solutions to conquer the eCommerce market through flawless operations.

Our technology is designed to operate at a large scale, driving cost efficiencies and providing the most delightful digital customer experience, in line with the best providers in the world. We strive to help traditional retailers take on the digital world in just a few days.

Instaleap has been growing fast over the past two years despite its (at the time) nearly sole product focus. With what is now a leading technology and distinguishing product in the space, it’s time to scale our growth efforts.

Profile
As a Support Manager, you have the mission to make Instaleap Support the best SaaS Support in the world!! If you are passionate about services and have experience leading teams that deliver value to customers, this opportunity is for you.

What we bring to the table

• A growing organization with beautiful (remote if desired) positions and possibilities for personal development
• A challenging job that’ll be at the core of our growth ambitions
• Paid time off (PTO) for 25 days
• Rock solid onboarding that’ll set you up for success in your job
• Mentoring and coaching by experienced SaaS leaders can help you elevate your career
• Monthly online events with International Team
• Educational budget to support your studies or language courses
• Flex schedule and remote first culture - We are a global team & we trust in your commitment and abilities.

Your SuperPowers

• High customer service focus.
• Passion for leadership and innovation
• Customer-centric thinking

What would you do?

• Responsible for properly delivering the support service, and ensuring the agreements established with our customers.
• Stabilize, Monitor, and Ensure the objectives and goals of the Support team.
• Ensure that the support team has the performance, tools, and work environment necessary for the proper delivery of the service.
• Create, Execute Strategies oriented to service improvement.
• Innovate solutions, and alternatives focused on providing the best SaaS support service in the world.
• Maintain constant communication with Product and Engineering, ensuring response times and requirements resolution.
• Lead the Support team, supporting the growth and career plan of the people.

Your experience has been shaped by the following:

• Almost 5 years leading services areas.
• Knowledge in ITIL or process creation.
• Having executed innovation projects
• Leading teams of at least 10 people.

Remotive

Puesto de trabajo: Customer Service Manager
Conocimientos/habilidades: Atención al Cliente, Gestión de Equipos, ITIL, Liderazgo