Head of Customer Support and Call Center - Fluent English

Descripción de la oferta

Head of Customer Support (Technical & Operations)

--- Overview
We are seeking a high-caliber, technically-proficient Head of Customer Support to build our support department from the ground up. This is a "root-level" leadership position. You will not just manage a team; you will architect the systems, automate the workflows, and establish the physical office of our support operations.
The ideal candidate bridges the gap between high-level customer empathy and modern technical execution. You must be comfortable working with LLMs, AI-driven automation, and complex call routing configurations. You aren't expected to code, but you must have the technical prowess to configure modern tools without waiting for a developer to hold your hand.

--- Key Responsibilities
1. Strategic Technical Leadership & Automation
AI Integration: Oversee the implementation of custom-trained AI for call greetings, tracking requests, and delivery estimates. You will collaborate with technical teams on LLM fine-tuning.
System Architecture: Independently configure virtual phone lines and advanced call routing (mapping logic to either AI agents or live staff).
Process Optimization: Connect modern tools and automate repetitive tasks to ensure a lean, high-efficiency department.
2. Department Setup & Physical Operations
Office Launch: Lead the search, leasing, and setup of a physical office space for the on-premise support team (supported by executive travel for initial setup).
Team Building: Own the full recruitment lifecycle—hiring, onboarding, and training the initial support cohort.
SOP Development: Create high-quality Standard Operating Procedures (SOPs), training materials, and documentation to ensure team scalability.
3. Support Operations & Marketplace Management
Marketplace Oversight: Manage health and performance metrics across Walmart, eBay, and Amazon (Late shipments, negative feedback, seller ratings).
Escalation Management: Handle high-level customer escalations with calm, professional, and effective solutions.
Data Analytics: Analyze call recordings, message trends, and support metrics to identify core friction points and iterate on solutions.

--- Required Qualifications
1. Experience
- 3+ years in E-commerce or Marketplace customer service.
- 1+ year in a leadership role (recruitment, management, and training).
- Marketplace Expertise: Deep understanding of seller dashboards for Amazon, eBay, and Walmart.
2. Dropshipping Knowledge: (Preferred) Understanding of dropshipping workflows and logistics.
3. Technical Proficiency
4. CRM Expertise: Power-user level experience with Gorgias, Zendesk, or similar platforms.
5. Data Tools: Advanced proficiency in Excel and Airtable.
6. Project Management: Experience using Asana or similar workflow tools.
7. Payment Gateways: Familiarity with Stripe and PayPal dashboards for refund/dispute management.
8. Logistics Tools: Experience with ShipStation or similar shipping software.
9. Communication & Language
- Spanish
- English: Near-native fluency with zero or minimal accent. Ability to communicate complex ideas clearly and concisely.

--- Who You Are
1. Technically Independent: You don't use "waiting on the technical team" as an excuse. You are eager to learn the back-end of Odoo or phone system configurations yourself.
2. An Architect, Not Just a Manager: You prefer building systems and teaching others rather than just following a pre-set manual.
3. Calm Under Pressure: You maintain a high level of "stress-resistance" and can navigate complex customer disputes without losing focus.
4. Automations-First: You have a natural instinct to solve problems through technology and structured data.

--- Job Conditions
This is a MANAGEMENT founding role with significant autonomy.
Location: on site (after we open the office)
Compensation: competitive salary in USD; final offer based on experience and discussed during the interview.

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• 5 años de experiencia
• Idiomas: Inglés
• Conocimientos: Técnicas de Call Center

Aptitudes asociadas a esta ofertaNuevo

Palabras clave: apoyo, support, soporte, callcenter, teleoperador, telefonista, telephonist, telefonico

Hace 5 horas (actualizada)

Acerca de Tires and Parts Inc

Tires and Parts Inc., a US-based enterprise with $60 million in annual revenue, is strategically expanding its portfolio through the launch of a new subsidiary brand. This new entity will specialize in the distribution of high-quality tires, components, and wheels, leveraging the full operational scale and established industry expertise of the parent corporation.