Empowering Customer Success
Job Description
We're a pioneering organization, driving innovation in IoT solutions by turning creative concepts into impactful real-world applications.
Our team is passionate about delivering exceptional customer experiences and making a positive impact in local communities.
This role involves building, leading, and scaling our customer support function across Latin America. The successful candidate will be responsible for setting up the regional support team, defining workflows, and ensuring high service levels across technical support, commercial inquiries, and logistics coordination.
This is a hands-on leadership position requiring someone who can operate strategically while actively engaging with customers and internal teams to solve challenges, improve operations, and ensure an exceptional customer experience.
Key Responsibilities:
1. Customer Support Operations: Build the LATAM Customer Support organization from the ground up, including hiring, onboarding, and mentoring support agents.
2. Define and implement support workflows, escalation paths, and SLAs tailored to regional needs.
3. Oversee support for technical issues, commercial inquiries, order tracking, and logistics coordination.
4. Knowledge Management: Develop and maintain a robust knowledge base and internal documentation.
5. Establish best practices for capturing, updating, and sharing critical customer-facing information.
6. Cross-Functional Collaboration: Work closely with Sales, Operations, and Product teams to streamline support handoffs and improve customer journeys.
7. Act as the voice of the customer to influence service improvements and product enhancements.
Requirements
Skillset & Experience
* 5+ years in a customer support or operations leadership role, ideally in an IoT environment, telco or B2B SAAS environments.
* Proven experience scaling support teams and building processes from scratch.
* Strong understanding of technical support, customer operations, and logistics in LATAM markets.
Personal Qualities
* Exceptional problem-solving and interpersonal skills.
* Strong organizational skills with attention to detail and follow-through.
* Comfortable with CRM and ticketing platforms (e.g., Freshdesk, Salesforce).
Benefits
This is a mid-senior level position offering competitive compensation and a comprehensive benefits package.
You'll join a collaborative and innovative environment within a dynamic international team, with ample opportunities for professional growth, leadership, and advancement.
As part of our team, you'll have the chance to shape the future of IoT and make a tangible difference in people's lives.
Job Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Customer Service and Information Technology
* Industries: IT Services and IT Consulting
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