Join Our Team as a Senior Customer Experience Manager Are you ready to lead and elevate customer support operations in Mexico City? We are on the hunt for a Customer Experience Manager with a knack for transforming the customer journey into long-term satisfaction and business growth. What You'll Do: Strategy Development: Design and implement customer experience strategies, ensuring service standards align across teams to boost satisfaction. Support Leadership: Oversee daily support across email, chat, and phone channels, handling high-touch cases like shipment issues and dispute resolution. Empathetic Supervision: Lead all escalations with empathy and professionalism, ensuring efficient and cohesive resolution. KPI Monitoring: Track critical KPIs such as response time, resolution rate, CSAT, and NPS; use data to identify pain points and guide improvements. Team Development: Coach, mentor, and expand the support teamleading hiring, onboarding, and performance coaching. Documentation Ownership: Manage customer-facing documentation, automate workflows, and enhance internal knowledge-sharing. Customer Advocacy: Represent the customer in leadership discussions, translating insights into impactful product and service enhancements. What We're Looking For: 2+ years in customer experience, client services, or customer operations, with a track record in service improvement and team leadership. Leadership experience managing support teams, hiring, and coaching agents. Deep empathy, excellent communication, and problem-solving skills. Fluent in English (spoken and written); additional languages are a bonus. Based in Mexico City with full availability for on-site work. Comfort with CRM and support platforms (e.g., Front, Shopify); confident using data for decision-making. Personal interest or knowledge in luxury goods (e.g., watches, collectibles) is highly desirable. Strategic & Analytical Thinking: Diagnose issues using data and plan for long-term service improvement. Leadership & Coaching: Guide support teams for consistent growth and impact. Customer Advocacy: Deliver premium-level service and foster loyalty. Cross-functional Collaboration: Align support initiatives with broader business goals. Operational Excellence: Strong organization, adaptability, and multi-tasking skills. Why Join Us? Take on a leadership-level role where you'll directly shape customer experience processes. Collaborate with an international organization at the forefront of luxury e-commerce. Competitive local salary with performance-based incentives and benefits. Be part of a fast-growing culture that rewards innovation, ownership, and team excellence. Ready to make an impact in the luxury e-commerce world? Apply now to be a part of our dynamic team! #J-18808-Ljbffr