Customer Service Manager – On‑site (Monterrey)

About the role

We are seeking a Customer Service Manager to lead our customer‑facing IT/Telecom services in Monterrey. The role combines RUN service management with project‑migration activities, requiring on‑site presence two days a week.

Key responsibilities

• Act as the primary point of contact for customer service management.
• Ensure SLA compliance, operational performance, incident and escalation handling, and continuous service improvement.
• Coordinate technical teams during the Cisco‑to‑Fortinet migration project, maintaining service continuity.
• Drive governance, status reporting, risk and issue management, and action‑plan execution across stakeholders.

Required profile

• 5+ years of experience in Customer Service / Service Management (RUN) within the Telecom or IT industry.
• Proven track record managing customer relationships, service performance, escalations, and operational governance.
• Experience leading virtual or multidisciplinary teams in a customer‑driven environment.
• Advanced conversational English and Spanish.
• Valid Mexican identification (INE, CURP, NSS, RFC) for foreign residents.

Required skills

• Solid technical understanding of Connectivity, Voice, Cloud, and SD‑WAN services.
• Knowledge of Microsoft Teams and enterprise communication solutions.
• Hands‑on experience with Cisco and Fortinet technologies.

What we offer

• Competitive gross salary of $90,000 per year.
• Excellent superior benefits package.
• Hybrid work model with two days per week on‑site in Monterrey.