Customer Support Manager

About the role

Modveon is hiring a Customer Support Manager for Sivar, a hyperlocal communities and digital wallet super-app. The role owns the design, buildout, and day-to-day operation of Sivar's in-country customer support function.

Sivar is a nationally scaled community, communications, and financial product. The role is responsible for a compliant support operation in which agents triage and escalate sensitive issues to the appropriate teams rather than resolving them directly. It sits at the intersection of engineering, product, government partners, and a government-provided call center.

Responsibilities

• Build and lead a team of 25–100 agents as the business grows, maintaining 24/7 coverage across the operation.
• Own customer support metrics and tools, including full administration of Zendesk Suite and Talk Professional with omnichannel routing.
• Share insights with the broader team to surface escalation trends, drive operational improvements, and reflect the health and satisfaction of the customer base.

How to apply

Apply directly on CazVid.

Datos clave

• Location: San Salvador, El Salvador.
• The role leads a team of 25–100 agents as the business grows.
• The operation maintains 24/7 coverage.
• Agents triage and escalate sensitive issues to appropriate teams rather than resolving them directly.