Customer Service Manager

Position: Customer Care Manager / Project ManagerExperience: 10+ Years Location: 100% Remote - Mexico
Job Description:We are looking for an experienced Customer Care Manager with strong Telecom/IoT technical knowledge and customer-facing experience.
Key Responsibilities & Skills:- Manage customer relationships, service provider partnerships, and customer satisfaction.- Handle customer issues, technical escalations, troubleshooting, and service delivery.- Conduct regular business reviews, track KPIs, and identify service improvement opportunities.- Maintain and monitor cases using Salesforce and Jira.- Work with Technical Support, Engineering, and Account teams to resolve issues and improve products.- Good understanding of LTE/5G networks, GSM/GPRS, Telecom protocols, and IoT solutions.- Hands-on exposure to troubleshooting tools like Wireshark, Splunk, and SQL.- Experience with Analytics, Cloud/SaaS solutions, and AI tools to improve productivity.- Maintain process documentation, share best practices, and mentor new team members.- Manage multiple priorities and collaborate with global teams across different time zones.
Required Skills:6+ years of experience in Customer Care, Technical Support, or Engineering in a high-tech B2B environment.Strong customer relationship management, communication, and escalation management skills.Excellent verbal and written English communication.Bachelor's degree in Computer Science or a related field (or equivalent experience).Proficiency in Salesforce, Jira, and collaboration tools.Strong customer focus, problem-solving ability, flexibility, and continuous learning mindset.
Note: This is a customer-facing technical support and service delivery role, not a traditional Telecom Project Manager position.