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Customer Support Manager

BlueConicMexico City
Hybrid Full-time

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Experience Level

Manager

Qualifications

Your Key Responsibilities Include: Lead and nurture a team of Customer Support Representatives (CSRs), ensuring prompt and high-quality responses to customer inquiries and escalations. Monitor, analyze, and report on support KPIs, fostering accountability and continuous improvement within the team. Design and manage incident processes to ensure efficient communication and quick resolution. Support the provision of premium support services and resource utilization to ensure commitments are fulfilled. Collaborate with Product, Customer Success, and Enablement teams to relay customer feedback, generate knowledge content, and optimize workflows. Utilize AI and automation tools (e.g., n8n, Zapier, Workato) to develop, implement, and enhance processes that scale support operations. Exemplify customer empathy and coach CSRs on balancing operational efficiency with exceptional customer experiences. Actively participate in quarterly product feedback initiatives, representing customer perspectives internally. Work closely with the Revenue organization to align support efforts with company growth and retention goals.

About the job

Hybrid / Mexico City

Join Us in Building the Future!

At BlueConic, we are revolutionizing the way businesses thrive by converting customer data into actionable insights and intelligence. As the pioneers of the industry’s inaugural Customer Growth Engine (CGE), we empower brands to transcend conventional Customer Data Platforms (CDPs) with a more intelligent and accelerated growth model—driven by AI, built for privacy, and designed to deliver substantial value throughout the customer lifecycle.

Be a part of our mission to redefine customer engagement—where companies don't just gather data but transform it into their next competitive edge.

As a Customer Support Manager at BlueConic, your leadership is crucial in driving the success of our global support division. You will lead a frontline support team, enhance operational excellence through key performance indicators (KPIs), and innovate with AI and automation to scale our processes effectively. Your contributions will also be vital in delivering premium support, managing incidents, and collaborating across various departments to support our revenue objectives.

About BlueConic

BlueConic is at the forefront of transforming customer data into real-time intelligence and actionable insights. We are the creators of the revolutionary Customer Growth Engine, enabling brands to leverage data for smarter growth while prioritizing privacy and meaningful customer interactions.

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