Support Manager

🔥 0 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Infios

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

📦 Logistics

B2B • Logistics

Infios is dedicated to improving supply chains for businesses of all sizes, emphasizing adaptability and innovation in their solutions. They empower over 5,000 customers in 70 countries by providing technology that simplifies operations, optimizes efficiency, and drives measurable impact in various business environments.

📋 Description

• Act as the voice of the customer within the organization, advocating for support and technical needs • Manage the team's case queue and ensure timely handling of cases • Escalate challenging customer technical issues that support agents cannot resolve independently • Manage escalations and report appropriately to Service Delivery Organization leadership and managers • Monitor team performance, provide regular feedback, and conduct performance evaluations • Improve support processes and workflows to enhance customer satisfaction and efficiency • Encourage knowledge sharing among team members • Conduct regular team capacity checks and plan for current and future growth • Identify risks and gaps within the support team and client accounts and report them appropriately • Help formulate solutions and action plans for operational and support initiatives

🎯 Requirements

• 5+ years of IT Customer Support Management • BS/BA in Computer Science, MIS, or equivalent degree • Strong customer IT service skills and ability to multi-task • Strong analytical, communication, and problem-solving skills • Fluency in English • Preferred: Strong knowledge of Logistics/Transportation Management Software • Preferred: Knowledge of cloud infrastructure and services, including AWS, Azure, Oracle Cloud Infrastructure (OCI), and Google • Preferred: Demonstrated commitment to continuous improvement and team building

🏖️ Benefits

• Equal-opportunity employer committed to inclusion in the workplace • Reasonable accommodations may be made for individuals with disabilities during the recruiting process