As a Customer Service Manager, you will lead edrone’s Customer Service function in the Mexican market. Your mission is to build a scalable, high-performing support team (within the next 6–12 months) that protects customer value, increases retention, and ensures operational excellence from day one.

In the initial phase, you will personally support the first clients in the Mexican market. This hands-on stage will allow you to deeply understand customer needs, product challenges, and operational gaps, and use those insights to design a scalable service structure.

You won’t just manage tickets — you will design processes, implement tools (including Intercom), and create a structure that grows with the market. You will work closely with Customer Success, Product, and Tech teams to turn customer insights into product and process improvements.

Why it matters:

Customer Service is one of the key pillars of retention and long-term growth in SaaS. As we expand in Mexico, we need a manager who understands how to scale support operations while being comfortable starting hands-on.

Your role directly impacts customer retention and expansion, operational scalability, cross-functional collaboration, and market reputation in Mexico. You will first build knowledge through direct customer interaction and then build the team that will scale it.

What we offer:

• The opportunity to build and lead Customer Service in the Mexican market from the ground up.

• A product trusted by 2,500+ eCommerce brands across multiple markets.

• Direct impact on market growth and strategic decisions.

• Remote or hybrid work model (office in Santa Fe area).

• Learning budget for courses, certifications, and leadership development.

• A B2B Contract with vacation days included

• Benefits: life & health insurance, food allowance, free English classes, and access to a mental health platform.

This role is for you if:

• You have 2–3+ years of experience in Customer Service/Support in a SaaS company in the LATAM market.

• You understand the specificity of the LATAM business environment and customer expectations.

• You have hands-on experience with tools such as Intercom, Zendesk, Freshdesk, or similar.

• You have experience implementing or optimizing support systems, including AI-based solutions (chatbots, automation, AI copilots).

• You have experience managing people: recruiting, onboarding, performance evaluation, goal setting, and feedback.

• You are comfortable making performance-based decisions and building a results-driven culture.

• You are data-driven and understand how to scale service operations without compromising quality.

• You are proactive, structured, and able to move from strategy to execution.

• You speak English at B2 level or higher.

Your responsibilities:

Initial Phase:

• Personally supporting the first clients in Mexico via chat, email, and phone.

• Building strong, trust-based relationships with early adopters.

• Identifying recurring issues, friction points, and process gaps.

• Structuring support workflows based on real customer cases.

Team & Structure building (within 6-12 months):

• Hiring, onboarding, and developing Customer Service team members.

• Building a team structure aligned with market growth.

• Making performance-based decisions.

• Defining roles, responsibilities, and KPIs.

• Creating a performance-driven and customer-centric culture.

Operations & Scalability:

• Designing and optimizing scalable support processes.

• Owning and developing Intercom as the main support system.

• Implementing SLAs, quality standards, and reporting frameworks.

• Monitoring metrics such as response time, resolution time, CSAT, and ticket volume.

• Ensuring operational efficiency while maintaining service quality.

Cross Team Collaboration:

• Working closely with Customer Success, Product, and Tech teams.

• Escalating product issues and influencing prioritization.

• Contributing to product improvements based on real usage data.

• Supporting cross-functional projects.

How onboarding looks like:

• After 30 days: You understand edrone’s culture and product, actively support the first Mexican clients, and start mapping recurring issues and improvement areas.

• After 60 days: You take ownership of Intercom setup and support workflows, define KPIs, document processes, and prepare the hiring and scaling plan.

• After 90 days: You fully own Customer Service operations in Mexico, start building the team structure, and transition from fully hands-on to a hybrid operational–managerial role.

Recruitment Process:

1. An Initial Online Meeting with our People & Culture Partner – Milena Micor.

2. An Online Interview with Cristiano Mendes , CCO LATAM.

3. A Final Interview with the Leadership Team.

4. Decision time offer and welcome on board.

No matter the outcome, you’ll always receive feedback at each stage.