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 team—leading 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.

Key Skills & Competencies:

• 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!