Overview
Customer Service Manager (Work From Home) Jobs in Latin America at Persona
Title: Customer Service Manager (Work From Home)
Company: Persona
Location: Latin America
Persona is where the world’s best companies and the world’s best talent meet.
We place exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth. Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. Project management, operations, finance, design, marketing, customer success, and more. One person, one dedicated client, built to last.
The bar is the highest in the industry. More than 200,000 people apply every month, and fewer than 1 in 2,000 are accepted. If you make it, you join a network of people who have cleared a standard most companies couldn’t recruit for on their own, and you get the kind of role that’s almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.
Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but the systems that connect talent to opportunity are broken. We’re rebuilding them, and we’ve grown into one of the fastest-growing companies in the global talent industry doing it.
We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that’s you, we’d like to meet you.
Role Summary
The Customer Service Manager leads a remote customer support team, driving high CSAT, fast resolution times, and continuous process improvement. This is a true people-management role: you will build KPIs, coach reps, handle escalations, and partner cross-functionally with sales, product, and marketing. Ideal candidates have built and led CS teams in a B2C or B2B environment with measurable impact on satisfaction and retention.
Key Responsibilities
- Lead and manage a remote customer service team; provide coaching, training, and career development
- Oversee the handling of customer inquiries, complaints, and escalations to ensure timely resolution
- Develop and track KPIs (CSAT, NPS, FCR, AHT, resolution rate) and report on team performance
- Identify gaps in current processes; design and implement improvements
- Collect and analyze customer feedback to surface trends and product/process recommendations
- Collaborate with sales, product, and marketing to ensure cohesive customer experience
- Personally handle escalated cases that require senior judgment
- Run weekly 1:1s with reps; conduct performance reviews and PIPs as needed
- Prepare regular executive reports on CS performance and customer trends
Required Qualifications
- Bachelor's degree in Hospitality, Business, Marketing, or a related field
- 3-5+ years of customer service experience, including at least 2 years in a management/team-lead role
- Customer-centric leader with a track record of building high-performing CS teams
- Strong problem-solving and conflict-resolution abilities
- Hands-on experience with CRM and helpdesk systems (Salesforce Service Cloud, Zendesk, HubSpot Service, Freshdesk)
- Excellent interpersonal and written/verbal communication skills
- Fully fluent in English
- Ability to commit long-term and full-time
Preferred Qualifications
- Experience leading distributed/remote teams across time zones
- Familiarity with workforce management and QA tools
- Experience in SaaS, e-commerce, hospitality, or B2C services
Tools & Technologies
- Zendesk, Salesforce Service Cloud, HubSpot Service, Freshdesk, Intercom, Slack, Zoom, Google Workspace; QA/WFM tools (a plus)
Core Competencies
- Empathetic leader who develops people
- Process-minded; comfortable building from scratch
- Data-driven decision maker
- Excellent escalation handler under pressure
- Strong cross-functional collaborator
What we offer:
- Best salaries in the industry
- Work from anywhere permanently
- Opportunities for growth and advancement
- A fast-paced and collaborative environment
- A warm, people-first company culture
- Get paid in your currency of choice
- Additional benefits
This is a full-time, long-term role, dedicated exclusively to one of our clients. All roles at Persona are 100% work-from-anywhere. Once hired, we will carefully match you to a client company that best suits your career background, skills, and goals.
