Global Customer Support Manager

At Vintti, we're redefining the economics of staffing for US businesses. Our agency connects SMBs, startups, and firms with top Latin American talent, offering a dual benefit of high-quality work and cost savings. By tapping into this rich talent pool, our clients can optimize their budgets, increase productivity, and gain a competitive advantage in their respective markets.

As a Global Customer Support Manager, you will oversee and streamline customer support operations across multiple regions, ensuring consistent and high-quality service standards. This role involves leading and developing a dynamic support team, implementing strategic policies, and utilizing advanced tools to enhance the customer experience. Key responsibilities include managing global customer queries, resolving issues promptly, and analyzing support metrics to drive continuous improvement. Effective collaboration with cross-functional teams and stakeholders is essential to maintain a seamless support environment and foster customer satisfaction on a global scale.

- Bachelor's degree in Business Administration, Information Technology, or a related field.
- Minimum of 7-10 years of experience in customer support or related field, with at least 3-5 years in a managerial role.
- Proven experience managing a global team and coordinating across multiple regions.
- Strong understanding of customer support metrics and analytics.
- Excellent problem-solving skills and ability to handle escalated customer issues effectively.
- Experience in developing and implementing customer support strategies, policies, and procedures.
- Proficiency with CRM systems and customer support software.
- Strong organizational and project management skills.
- Ability to collaborate effectively with cross-functional teams.
- Exceptional communication and interpersonal skills.
- Experience managing budgets and optimizing resource allocation.
- Knowledge of international regulations and standards related to customer support.
- Continuous improvement mindset and ability to drive process enhancements.
- Leadership skills with the ability to foster a positive and collaborative team culture.
- Experience in hiring, onboarding, and conducting performance evaluations.

- Oversee global customer support operations and ensure consistent service quality.
- Monitor support performance metrics and leverage data for decision-making.
- Address escalated customer inquiries and provide timely resolutions.
- Develop and refine customer support strategies, policies, and procedures.
- Coordinate efforts with regional support managers to unify global practices.
- Conduct team meetings and training sessions on products, services, and troubleshooting.
- Collaborate with Product, IT, and Marketing for customer feedback integration.
- Manage the customer support budget and optimize resource allocation.
- Utilize CRM systems for tracking and analyzing customer interactions.
- Prepare and present performance reports to senior leadership.
- Drive continuous improvement initiatives for support processes.
- Ensure compliance with international support-related regulations and standards.
- Stay informed about industry trends and integrate best practices.
- Promote a collaborative and growth-oriented team culture.
- Handle recruitment, onboarding, and performance evaluations of support staff.

The ideal candidate for the Global Customer Support Manager role is a seasoned professional with a Bachelor's degree in Business Administration, Information Technology, or a related field, backed by 7-10 years of experience in customer support, including 3-5 years in a managerial capacity. They possess a proven track record of successfully overseeing global teams and coordinating efforts across multiple regions to maintain a high standard of service quality. With a deep understanding of customer support metrics and analytics, they excel at using data to drive decision-making and continuous improvement initiatives. Their strong problem-solving skills allow them to handle escalated customer issues effectively, while their experience in developing and implementing support strategies, policies, and procedures ensures operational efficiency. Proficient in CRM systems and support software, they are adept at managing budgets and resource allocation to optimize performance. Their exceptional communication and interpersonal skills enable them to collaborate seamlessly with cross-functional teams and convey information clearly. They are strategic thinkers with high emotional intelligence, capable of navigating complex interactions and fostering a positive team culture. Adaptable in fast-paced environments, they are innovative problem-solvers with a proactive, hands-on approach. With strong organizational skills, they manage multiple priorities with accuracy and quality. Their commitment to professional development, adherence to ethical standards, and resilience under pressure set them apart as a leader who inspires growth and excellence in their team.

- Oversee and manage the global customer support team to ensure high-quality service delivery.
- Monitor and evaluate customer support performance metrics, using data to make informed decisions.
- Respond to escalated customer inquiries and complaints, providing swift and effective resolution.
- Develop and implement customer support strategies, policies, and procedures to enhance service efficiency.
- Coordinate with regional support managers to synchronize global support efforts and share best practices.
- Conduct regular team meetings and training sessions to ensure all staff are up-to-date with company products, services, and troubleshooting techniques.
- Collaborate with cross-functional teams such as Product, IT, and Marketing to address customer feedback and improve overall customer experience.
- Manage the customer support budget and resource allocation, optimizing for cost-effectiveness and performance.
- Utilize customer relationship management (CRM) systems to track and analyze customer interactions and behaviors.
- Prepare and present regular reports on customer support performance to senior leadership and stakeholders.
- Lead continuous improvement initiatives for support processes and workflows.
- Ensure compliance with international regulations and standards related to customer support operations.
- Stay updated with industry trends and best practices to incorporate into the support strategy.
- Foster a positive and collaborative team culture, promoting professional growth and development among team members.
- Handle staffing requirements, including hiring, onboarding, and employee performance evaluations.

- Strong leadership capabilities with a proven track record of managing and motivating teams.
- High emotional intelligence to navigate complex customer interactions and team dynamics.
- Strategic thinker with the ability to see the big picture and drive long-term improvements.
- Exceptional communication skills, both written and verbal, to effectively convey information across all levels of the organization.
- Customer-focused mindset with a passion for delivering outstanding service.
- Data-driven, with strong analytical skills to interpret performance metrics and make informed decisions.
- Adaptable and flexible, able to thrive in a fast-paced, dynamic environment.
- Innovative thinker, constantly looking for ways to improve processes and enhance efficiency.
- Detail-oriented with a focus on accuracy and quality in all aspects of work.
- Proactive problem-solver with a hands-on approach to addressing issues.
- Collaborative and team-oriented, fostering a sense of unity and shared goals.
- High level of integrity and ethical standards, ensuring compliance with regulations and company policies.
- Strong organizational skills, able to manage multiple priorities and deadlines effectively.
- Resilient and able to handle high-pressure situations calmly and efficiently.
- Passionate about professional development, both for themselves and their team members.

- Competitive salary range of $90,000 - $120,000 per year
- Comprehensive health, dental, and vision insurance plans
- Retirement savings plan with company match
- Paid time off, including vacation, sick leave, and holidays
- Flexible work schedule with remote work opportunities
- Professional development and training programs
- Tuition reimbursement for further education
- Employee assistance program for personal and professional support
- Wellness programs and gym membership discounts
- Company-sponsored social events and team-building activities
- Parental leave and family support resources
- Opportunities for international travel and cross-cultural collaboration
- Technology and home office stipends for remote work setup
- Employee recognition and reward programs
- Work-life balance initiatives, including flexible hours and mental health resources