Jefe de Atención al Cliente

Head of Customer Support (Technical & Operations)
About the Company

Tires and Parts Inc – an established USA company, 60 million in revenue is creating an offshoot brand selling tires, parts and wheels. The new brand is directly supported by the company. Establishing a new customer support department in Costa Rica.

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
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.
Dropshipping Knowledge: (Preferred) Understanding of dropshipping workflows and logistics.
Technical Proficiency
CRM Expertise: Power-user level experience with Gorgias, Zendesk, or similar platforms.
Data Tools: Advanced proficiency in Excel and Airtable.
Project Management: Experience using Asana or similar workflow tools.
Payment Gateways: Familiarity with Stripe and PayPal dashboards for refund/dispute management.
Logistics Tools: Experience with ShipStation or similar shipping software.
Communication & Language
Spanish
English: Near-native fluency with zero or minimal accent. Ability to communicate complex ideas clearly and concisely.

Who You Are
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.
An Architect, Not Just a Manager: You prefer building systems and teaching others rather than just following a pre-set manual.
Calm Under Pressure: You maintain a high level of «stress-resistance» and can navigate complex customer disputes without losing focus.
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.
Compensation: competitive salary; final offer based on experience and discussed during the interview.

• Educación mínima: Educación Técnico/Profesional
• años de experiencia
• Idiomas: Inglés
• Edad: entre 27 y 55 años
• Conocimientos: Crm, Servicio al cliente, Zendesk, Gestión de call center