Job Title: Bilingual Customer Service Manager (Independent Contractor)
Company: 24HR Sliding Door Repair
Location: Mexico City, Mexico (On-site)
Compensation: $30,000 MXN Monthly (via Independent Contractor Agreement)
About Us
24HR Sliding Door Repair is a leading US-based company specializing in the expert repair and maintenance of sliding doors. As we undergo an exciting nationwide expansion in the United States, we are building a foundational customer service hub in the vibrant heart of Mexico City. This is a unique opportunity for an experienced professional to build a critical operation from the ground up and grow with us.
Position Overview
We are seeking a highly experienced and entrepreneurial Bilingual Customer Service Manager to build, lead, and inspire our new customer service and dispatch team on a professional services contract basis. This pivotal role is responsible for architecting a world-class customer experience from our Mexico City office. You will be the founder of a team that serves as the central point of contact for all our US clients, coordinating technician schedules, and ensuring every customer interaction is seamless and professional.
This role requires a proven leader with the demonstrated ability to build teams and create efficient systems from scratch.
Key Responsibilities
- Team Building & Leadership: Recruit, hire, train, and onboard a high-performing team of Customer Service Representatives and Dispatchers.
- Operational Management: Lead, mentor, and manage the daily operations of the customer service and dispatch team to ensure all performance goals are met.
- Process Development: Design and implement efficient workflows, standard operating procedures (SOPs), and best practices for call handling, customer inquiries, scheduling, and technician dispatch.
- Performance Management: Establish and track key performance indicators (KPIs) such as call answer rates, customer satisfaction scores (CSAT), and scheduling efficiency. Provide ongoing coaching and performance reviews.
- Customer Service Excellence: Act as the main point of contact for escalated customer issues, ensuring timely and satisfactory resolutions.
- Coordination & Dispatch: Oversee the coordination and dispatching of our field technicians across the United States, optimizing routes and schedules for maximum efficiency.
- Reporting & Analysis: Analyze team performance data and provide regular reports to US management on key metrics and trends.
Qualifications and Skills
- Bilingual Fluency: Full professional fluency in both English and Spanish (C1/C2 Level) is mandatory. Exceptional written and verbal communication skills in both languages.
- Education: A Bachelor’s degree in Business Administration, Communications, or a related field is required.
- Verifiable Leadership Experience: A minimum of 3-5 years of management experience in customer service, a call center, or dispatch operations. Candidates must have a demonstrated and verifiable track record of building and leading successful teams from an early stage.
- Dispatching Knowledge: Experience with coordinating or dispatching field service technicians is highly desirable.
- Builder Mentality: A proactive, entrepreneurial spirit with the proven ability to build processes and a department from scratch in a fast-paced environment.
- Tech-Savvy: Proficient in using CRM software, call center technology (VoIP systems), and the Microsoft Office Suite.
- Problem-Solving Skills: Strong analytical, problem-solving, and conflict resolution capabilities.
What We Offer
- Contract Type: This is an independent contractor position (contrato por prestación de servicios profesionales). As such, the contractor is responsible for their own tax and social security obligations.
- Competitive Compensation: A consistent monthly fee of $30,000 MXN.
- Ground-Floor Opportunity: A unique chance to build and shape a critical department for a growing international company.
- Long-Term Partnership: We are looking for a stable, long-term professional relationship with significant potential for growth as the operation expands.
- A Dynamic and Collaborative Environment: Work directly with US management in a supportive and results-oriented culture.
Tipo de puesto: Tiempo completo
Sueldo: A partir de $30,000.00 al mes
Pago complementario:
- Bono de productividad
Tipo de jornada:
- Turno de 8 horas
Lugar de trabajo: Empleo presencial