Customer Support Sr Manager
Koronet · Support · Lead · 27d ago
Open to candidates across LATAM.
Applies on the original listing · via Himalayas
Who can apply
Read straight from the listing, so you know before you spend time on it.
Open to candidates across LATAM.
“Location: LATAM · Work Model: Fully remote”
The company has team members in Florida, Ecuador, Argentina, Uruguay, Netherlands, and Colombia.
- Async-first
- The listing doesn't promise async-first working.
- Contractor / B2B
- No mention of hiring international contractors or invoicing.
- Global stipend
- No home office or equipment budget mentioned.
- Annual retreat
- No company-paid get-togethers mentioned.
Read from the listing automatically. Always confirm the details with the company before you accept an offer.
About the role
As the Customer Support Senior Manager, you will provide strategic direction and operational leadership to the customer support team across the Americas and Europe. You will establish performance KPIs, leverage CRM and automation tools like Salesforce, and align customer support operations with broad business goals. The role demands hands-on team development alongside high-level strategy within a vertical SaaS and B2B floral supply chain context.
What you'll do
- Provide leadership, mentorship, and direction to the customer support team while fostering a customer-centric culture.
- Develop and execute strategic operational plans to improve customer satisfaction and support efficiency.
- Establish, monitor, and report on key performance indicators (KPIs) for the support organization.
- Implement automation tools and optimize CRM service modules, ideally within Salesforce.
- Recruit, onboard, train, and develop customer support representatives across the organization.
- Collaborate across departments to align support initiatives with overall business and product objectives.
What you bring
- Bachelor's degree in a relevant field; additional certifications are a plus.
- Minimum 4 years of experience in customer support, with at least 2 years in a leadership role.
- Demonstrated experience in SaaS organizations, especially with usage-based and subscription-based business models.
- Full bilingual proficiency (C1/C2) in English and Spanish.
- Proficiency with CRM service modules (Salesforce strongly preferred) and support automation tools.
About Koronet
Koronet is a vertical SaaS, B2B e-commerce, and payments software company powering the global B2B floral industry. It operates as the parent company to solutions including Komet Sales, Axerrio, and UNOSOF across the Americas and Europe.
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