Jefe de Atención al Cliente – Inglés fluido

Descripción Del Trabajo

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.