Customer Care Manager (LATAM)

Join our client as a Customer Care Manager for LATAM, focused on delivering exceptional service to Spanish-speaking customers. This on-site role in Mexico places you at the heart of a fast-growing operation, coordinating both in-house and outsourced teams to drive satisfaction and operational excellence. You will shape how we support customers day to day, setting standards, coaching teams, and turning feedback into improvements that matter. If you have a hands-on leadership style, love building strong teams, and want a role with real impact, this could be the right opportunity for you.

In this role, you will lead Spanish-speaking customer care across LATAM, work closely with cross-functional partners, and act as the main escalation point for complex issues. You will design and implement processes that improve service quality, CSAT, and key operational metrics, while ensuring reliable channel coverage across email, chat, phone, and social. You will also recruit, onboard, and develop team members, creating an inclusive culture where everyone can grow.

Note This role is local only relocation not offered. This role is on-site in Mexico.

What you will work on

• Strategically lead development and implementation of customer operations teams for Spanish-speaking markets, both in-house and outsourcing.
• Oversee Spanish-speaking LATAM teams, managing daily workflows and ensuring operational efficiency.
• Develop, coach, and mentor team members, fostering high performance, professional growth, and an inclusive team culture.
• Act as a key escalation point for complex customer issues, driving swift resolution to enhance satisfaction.
• Design and execute strategies to improve customer service processes, satisfaction metrics, and operational KPIs.
• Monitor and analyze customer feedback and operational data to identify trends and drive continuous improvement.
• Ensure seamless operation of customer support channels (email, chat, phone, social).
• Collaborate with cross-functional teams to align on service improvements and meet evolving customer needs.
• Lead recruitment, system/tool implementations, and policy development to establish high-performing customer service teams.

What you bring

• BSc in Business Administration or in a related field would be an asset
• 3+ years of experience in customer management, preferably within contact center or customer operations
• Project management experience, with a track record of successfully leading operational initiatives
• Proficiency in English and Spanish; additional languages such as Greek are a plus
• Strong leadership, coaching, and mentoring skills, with a focus on fostering an inclusive culture
• Excellent communication, organizational, and problem-solving abilities
• Analytical mindset with experience in data-driven decision-making and trend analysis

Location and relocation: This role is on-site in Mexico and is local only; relocation is not offered. You will be part of a diverse, collaborative team that values growth, learning, and customer excellence. Our client supports your professional development and provides opportunities to advance within a global organization.