Technical Customer Support Manager

3 semanas atrás

Florianópolis, Santa Catarina, Brasil Influx Tempo inteiro
Overview

Technical Customer Support Manager - 100% Remote

Join to apply for the Technical Customer Support Manager - 100% Remote role at Influx

We're Influx.com — and we're on a mission to disrupt the traditional customer experience and talent industries. Our model helps global companies build flexible, high-performing teams that deliver consistently, anywhere in the world.

We're hiring an experienced Service Delivery Manager (SDM) to take ownership of client accounts, lead operational teams in BPO environments , and ensure delivery consistently exceeds expectations. This is a leadership role where you will be directly accountable for client satisfaction, revenue performance, and the development of your teams.

If you've successfully managed BPO call center operations, tech/software accounts, and client relationships at scale , this is your opportunity to step into a high-impact role with global visibility.

Why This Role?

  • Remote-first, with exposure to international clients across tech and software industries.
  • Full ownership of client relationships, account performance, and team development.
  • Career growth opportunities into senior leadership within a scaling global delivery organization.

What You'll Own

Client & Account Management

  • Act as the primary point of contact for client executives, owning relationships end-to-end.
  • Lead onboarding of new accounts, setting clear SLAs, KPIs, and success criteria.
  • Run structured business reviews (MBRs/WBRs) with clients, presenting data-driven performance insights.
  • Anticipate risks, address escalations, and proactively drive retention and growth.

BPO Operations & Team Leadership

  • Manage and develop Team Leaders and frontline staff in a call center/BPO environment.
  • Ensure SLA achievement across multiple accounts and industries.
  • Implement structured coaching, training, and career development for leaders and agents.
  • Drive operational excellence and standardization across delivery teams.

Financial & Performance Management

  • Own P&L performance for assigned accounts, including revenue and gross margin targets.
  • Identify and execute opportunities for upsell, expansion, and efficiency improvements.
  • Oversee accurate forecasting, reporting, and invoicing.

What You MUST Bring

All applicants must meet these requirements to be considered:

  • 5+ years' experience in BPO/call center operations , with proven success managing client accounts.
  • 2+ years in a people management role , leading Team Leaders and agents.
  • Demonstrated experience running tech/software accounts or technology-driven client environments.
  • Strong client-facing skills — comfortable delivering structured reports, insights, and presentations to executives.
  • Proven ability to lead under pressure, manage multiple accounts , and balance client and business priorities.
  • Strong leadership, communication, and problem-solving skills.
  • Bachelor's degree in Business Administration or related field (or equivalent experience).
  • Prior experience in scaling BPO operations for international markets.

Preferred (but not required):

  • Bachelor's degree in Business Administration or related field (Associate degree accepted with strong experience).

About Influx

Our 24/7 on-demand support service guarantees response times and coverage, troubleshooting and solving customer problems in under one hour, every hour of the week. Headquartered in California with a global team of 1,000+ staff, we are committed to delivering exceptional customer service. Learn more at .

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