Remote Sales Support & Customer Experience Manager

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Sales Support & Independent Rep Coordination

• Oversees all inbound B2B sales inquiries across wholesale, retail, and trade accounts, ensuring accurate, timely, and professional responses.

• Supports a national network of independent sales representatives by providing rapid assistance on product specifications, pricing tiers, inventory availability, formal quotes, order processing, and account inquiries.

• Manages new account onboarding workflows, facilitating a smooth transition from initial inquiry to active purchasing customer.

• Partners closely with the Director of Sales to align customer support practices with revenue targets, lead response goals, and customer retention strategies.

Multi-Channel Customer Experience & Claims Management

• Owns multi-channel support operations across helpdesk ticketing, phone, live chat, and email channels.

• Serves as the primary escalation point for complex, sensitive customer situations, ensuring rapid resolution with exceptional care.

• Manages post-delivery freight and product claims—including shipping damage, order discrepancies, defective items, replacement orders, and credit issuing.

• Establishes clear Service Level Agreements (SLAs) for response times, resolution velocity, and customer satisfaction scores while maintaining commercial judgment to control resolution costs.

Process Improvement, Automation & AI Implementation

• Audits existing workflows to identify operational bottlenecks, redesigning scalable processes that enhance communication speed and accuracy.

• Champions the adoption of automation and AI-powered tools (such as AI ticketing assistants, automated follow-ups, and macro templates) to eliminate manual tasks.

• Leverages ERP (Odoo), CRM, and helpdesk tools to build structured knowledge bases, standard operating procedures (SOPs), and automated customer updates.

• Continuously measures operational metrics and customer feedback to refine systems, enabling business growth without linear headcount growth.

Team Leadership & Department Development

• Directly manages, trains, and mentors an initial support team member, taking responsibility for recruiting and onboarding additional personnel as the department scales.

• Establishes clear KPIs, daily operational standards, and performance accountability across the team.

• Creates standard operating procedures, internal training modules, and comprehensive product reference guides.

• Fosters a culture of proactive ownership, urgency, continuous process improvement, and customer-centric problem solving.