Customer Support Manager
Hybrid / Mexico City
Hurry up! We’ve got a dream to build!
At BlueConic, we’re reinventing how businesses grow by transforming customer data into real-time intelligence and action. As the creators of the industry's first Customer Growth Engine (CGE), we help brands move beyond traditional CDPs to a smarter, faster model for growth—powered by AI, built for privacy, and designed to create meaningful value across the customer lifecycle.
Join us in shaping the future of customer engagement—where businesses don’t just collect data, but turn it into their next competitive advantage.
As a Customer Support Manager at BlueConic, your role is pivotal in ensuring the success of our global support organization. You are responsible for leading a frontline support team, driving operational excellence through KPIs, and innovating with AI and automation to scale processes. You will also play a key role in premium support delivery, incident management, and cross-functional collaboration across the revenue organization.
Your Responsibilities in this role are:
- Lead and develop a team of Customer Support Representatives (CSRs), ensuring timely, high-quality responses to customer inquiries and escalations.
- Track, analyze, and report on Support KPIs, creating accountability and continuous improvement across the team.
- Design and run incident management processes, ensuring efficiency, clear communication, and rapid resolution.
- Support the delivery of premium support services and utilization tracking, ensuring commitments are met and resources are used effectively.
- Partner with Product, Customer Success, and Enablement teams to deliver customer feedback, create knowledge content, and streamline workflows.
- Leverage AI and automation tools (e.g., n8n, Zapier, Workato) to design, implement, and optimize workflows that scale support operations.
- Serve as a role model for customer empathy, coaching CSRs on balancing efficiency with exceptional customer experiences.
- Actively contribute to quarterly product feedback processes, representing the voice of the customer internally.
- Collaborate within the Revenue organization to ensure Support efforts align with company growth and retention goals.
You have;
- 4–6 years of demonstrated success in B2B SaaS customer support, with at least 2 years in a people management role.
- Proven ability to design, implement, and track Support KPIs.
- Hands-on experience in Support Operations, with a record of process improvement and scaling.
- Technical exposure to automation and workflow tools (e.g., n8n, Zapier, Workato) with the ability to design and implement automated solutions.
- Strong background in incident management and handling escalations.
- Experience in premium support/service delivery and utilization tracking.
- Excellent communication and leadership skills, with a passion for coaching and developing teams.
- Front-end development experience (HTML, CSS, JavaScript).
You'll stand out if you have:
- Experience working as part of a Revenue organization or closely with revenue-aligned teams.
About BlueConic:
BlueConic is the leading Customer Growth Engine, helping brands unlock the full value of their customer data. By combining AI-powered intelligence with real-time activation, BlueConic enables businesses to drive growth, increase retention, and optimize revenue. More than 500 brands including ASICS, Forbes, Heineken, L’Oréal, Mattel, Michelin, Telia Company, and Unilever use BlueConic to create meaningful relationships and drive long-term business impact.