Job Title

The Customer Service Manager will lead the customer support function across all digital sales channels, including brand-owned eCommerce sites and marketplaces. This role is responsible for maintaining excellent service standards, optimizing team performance, and deploying automation tools to improve speed and consistency. The manager will oversee support specialists, define SLAs, and collaborate cross-functionally to ensure a customer-centric experience throughout the digital journey. Responsibilities Customer Support Leadership Manage and mentor a team of support specialists focused on tickets, real-time chat, and marketplace messages. Establish and monitor SLAs for first response, resolution time, and customer satisfaction. Build and maintain support documentation, workflows, and escalation processes. Automation & Tool Ownership Collaborate with IT and eCommerce teams to deploy and refine chatbots, auto-replies, and help center content. Build and maintain macro libraries for brand sites and marketplaces. Oversee integration and performance of tools like Gorgias or Zendesk. Channel & Team Coverage Define scheduling and staffing models to ensure multilingual and regional coverage (EN, ES, PT). Assign ticket queues by channel: brand site or marketplace. Monitor ticket backlog and performance dashboards to ensure service levels are met. Cross-Functional Collaboration Partner with Merchandising, Ops, and Site Experience to resolve customer pain points and flag recurring issues. Share insights and top contact drivers with Product, UX, and Demand Planning teams to prevent issues upstream. Coordinate with Logistics on fulfillment issues, return management, and delivery tracking. Reporting & KPI Management Report on CSAT, NPS, average response time, first contact resolution, and return-related inquiries. Drive continuous improvement by tracking KPIs and implementing corrective actions. Requirements 5–7 years of experience in customer service, including 2+ years managing a support team in an eCommerce or omnichannel environment Experience with support tools like Zendesk or Gorgias Comfortable leading both ticket-based and real-time chat support Strong understanding of marketplace SLAs (e.g., Amazon, Mercado Libre) Excellent communication and team development skills Bilingual Spanish/English required; Portuguese and other languages are a plus.**Please attach your CV in English**.