Customer Support Project Manager

Vintti specializes in providing US companies with a financial edge through smart staffing solutions. We bridge the gap between American businesses and Latin American talent, offering access to a vast pool of skilled professionals at competitive rates. This approach enables our clients to scale their operations more efficiently, reduce hiring costs, and invest in growth opportunities without compromising on quality.

A Customer Support Project Manager plays a pivotal role in overseeing and optimizing customer support operations to enhance service quality and satisfaction. This role involves coordinating cross-functional teams, implementing innovative support strategies, and managing projects designed to improve customer experience. The Customer Support Project Manager ensures timely resolution of customer issues, analyzes support metrics to identify trends, and drives continuous improvement initiatives. By maintaining clear communication channels between customers and support staff, they foster strong customer relationships and align support efforts with organizational goals.

- Bachelor's degree in Business Administration, Project Management, or related field.
- Minimum of 3-5 years of experience in project management, preferably in a customer support environment.
- Proven track record of managing customer support projects from initiation to completion.
- Strong understanding of project management methodologies and tools.
- Excellent organizational and multitasking skills.
- Outstanding communication and interpersonal abilities.
- Proficient in project management software (e.g., Asana, Jira, Trello).
- Experience with customer support tools and CRM systems.
- Ability to analyze data and interpret trends.
- Strong leadership and team management skills.
- Problem-solving and conflict-resolution abilities.
- Ability to work under pressure and meet tight deadlines.
- Strong attention to detail and accuracy.
- Familiarity with KPI development and performance tracking.
- Experience in developing training materials and delivering training sessions.
- Ability to collaborate effectively across departments.
- Proactive approach to identifying and mitigating risks.
- Knowledge of industry regulations and compliance requirements.
- Experience in process optimization and workflow improvement.
- Ability to gather and analyze customer feedback.
- Certification in Project Management (PMP, PRINCE2, or equivalent) is a plus.
- Strong written and verbal communication skills.
- Ability to adapt to changing project requirements and priorities.
- High level of customer service orientation.
- Familiarity with agile methodologies is a plus.

- Lead and manage customer support projects from start to finish.
- Coordinate tasks and deliverables across multiple teams.
- Track project timelines and make necessary adjustments.
- Provide regular updates to stakeholders on progress and issues.
- Develop and maintain comprehensive project documentation.
- Identify project risks and implement mitigation strategies.
- Hold regular meetings to monitor project milestones and address concerns.
- Improve workflow efficiency in collaboration with the support team.
- Analyze support data for trends and performance improvement areas.
- Establish and monitor KPIs to measure project success.
- Create and deliver training on new tools or processes.
- Ensure effective communication between departments.
- Optimize support processes for better customer satisfaction.
- Manage resources and ensure team readiness.
- Resolve conflicts and project-related challenges.
- Present project status and results to senior management.
- Ensure project compliance with company policies and regulations.
- Use customer feedback to influence project decisions.
- Assist team in resolving complex customer issues.
- Implement best practices in customer support and project management.

The ideal candidate for the Customer Support Project Manager role will possess a Bachelor's degree in Business Administration, Project Management, or a related field, alongside 3-5 years of demonstrated experience managing customer support projects from start to finish. They will have a proven track record of leading cross-functional teams, utilizing project management methodologies, and operating with tools such as Asana, Jira, or Trello. Exceptional organizational and multitasking skills, combined with outstanding communication and interpersonal abilities, are essential. Proficiency with customer support tools and CRM systems, along with a strong capacity to analyze data and interpret trends, will be vital. They must exhibit strong leadership and team management abilities, be adept at problem-solving and conflict resolution, and excel under pressure to meet tight deadlines. A meticulous attention to detail, a proactive approach to risk mitigation, and familiarity with KPIs and performance tracking are crucial. Experience in developing and delivering training, optimizing processes for customer satisfaction, and ensuring compliance with industry regulations is required. Additionally, the candidate should possess a certification in Project Management (PMP, PRINCE2, or equivalent), demonstrate strong written and verbal communication skills, and be proficient in agile methodologies. Personal attributes such as high motivation, strong ethical standards, excellent time management, resilience, adaptability, creativity in problem-solving, and a customer-focused mindset will set the ideal candidate apart, ensuring they drive projects to success and foster a collaborative, high-performing team environment.

- Oversee and manage customer support projects from initiation to completion.
- Coordinate cross-functional teams to ensure timely execution of tasks.
- Monitor project progress and make adjustments as needed to meet deadlines.
- Communicate with stakeholders to provide regular updates on project status.
- Develop and maintain project documentation, including plans, schedules, and reports.
- Identify potential risks and implement proactive solutions.
- Conduct regular team meetings to track project milestones and address any issues.
- Collaborate with the customer support team to improve workflow efficiency.
- Analyze support data to identify trends and areas for improvement.
- Implement and monitor key performance indicators (KPIs) to gauge project success.
- Develop training materials and conduct sessions for team members on new tools or processes.
- Facilitate communication between departments to ensure cohesive efforts.
- Review and optimize support processes to enhance customer satisfaction.
- Manage resource allocation and ensure team members are equipped to meet project demands.
- Address and resolve any project-related conflicts or challenges.
- Prepare and present project reports to senior management.
- Ensure compliance with company policies and industry regulations.
- Gather and analyze customer feedback to guide project decisions.
- Support team members in troubleshooting complex customer issues.
- Implement best practices for customer support and project management.

- Self-motivated and driven to achieve project goals
- Excellent problem-solving skills with a proactive mindset
- Strong leadership capabilities and the ability to inspire others
- Adaptable and flexible in a fast-paced environment
- High level of accountability and responsibility
- Exceptional organizational skills with meticulous attention to detail
- Strong analytical thinking for data interpretation and decision-making
- Excellent communication skills, both written and verbal
- Team-oriented with a collaborative approach to work
- Customer-focused with a commitment to providing excellent service
- Resilient and able to handle stress and high-pressure situations
- Strong time management skills and the ability to prioritize effectively
- Creative and innovative in finding solutions and improving processes
- Positive attitude with a willingness to learn and grow
- Ethical and compliant with company policies and regulations
- Effective in managing multiple tasks and projects simultaneously
- High emotional intelligence and interpersonal skills
- Tech-savvy with the ability to quickly adapt to new tools and systems
- Diplomatic and skilled in conflict resolution
- Goal-oriented with a strategic mindset
- Strong work ethic and dedication to quality
- Visionary and forward-thinking with a focus on continuous improvement

- Competitive salary ranging between $70,000 to $90,000 annually based on experience and qualifications
- Comprehensive health, dental, and vision insurance
- Flexible work hours and remote work options
- Generous paid time off (PTO) including vacation, sick days, and personal days
- 401(k) plan with company match
- Professional development opportunities and tuition reimbursement
- Access to wellness programs and employee assistance programs (EAP)
- Company-sponsored training workshops and certifications
- Performance-based bonuses and incentives
- Opportunities for career advancement within the company
- Paid parental leave
- Employee discounts on company products and services
- Ergonomic office equipment and modern workspaces
- Monthly team-building activities and offsite events
- Recognition and reward programs for outstanding performance
- Subsidized transportation or commute reimbursement
- On-site fitness center or gym membership discount
- Collaborative and inclusive company culture
- Employee stock purchase plan (ESPP)