Customer Support Lead
WHO WE ARE 🌍
Manychat is a leading Chat Marketing platform. We help businesses engage with their customers on Instagram, Facebook Messenger, WhatsApp, and SMS. Manychat is a Meta Official Business Partner, backed by top investors, including Bessemer Venture Partners. With 130+ teammates across three global offices — New York, Barcelona, and Yerevan — Manychat helps more than one million businesses worldwide interact with billions of customers in real-time at scale. No matter the use case — generating leads, increasing engagement, providing 24/7 customer support, accepting payments, and beyond — Manychat helps businesses improve their ROI and grow faster.
WHO WE'RE LOOKING FOR 🌟
Manychat grows, and so does its Support team. As we scale, we need to cover more and more time zones to deliver exceptional customer experience around the globe. LATAM region has a special focus for Manychat this year, and hence we’re looking for a Spanish-speaking people leader to manage a team of Support Agents in this area.
You will join the vibrant remote-first team spread across multiple countries. We’re taking our job seriously and take pride in being not only masters of customer delight but also product experts and business advisors. On top of that, we have a real voice in developing the future of Manychat by providing the feedback we hear in the tickets.
WHAT YOU'LL DO 🚀
- Build and lead the team of Customer Support Agents in the LATAM region
- Be a part of the global Leadership team and contribute to the success of the whole Customer Support department (40+ people and growing)
- Become a power user of Manychat and acquire a thorough understanding of our product and internal systems
- Help your direct reports with the toughest cases and escalations
- Empower the Support Agents with coaching best practices to strengthen their performance and report progress to the Head of Support regularly
- Work closely with the Support Leads and other teams to define workflows, practices, and standards to ensure that Support agents can deliver fast, reliable, and accurate customer support globally, aligned on a common vision
- Run multiple projects simultaneously in an autonomous environment
WHAT YOU'LL BRING 💥
- 3+ years of experience in people management leading 5-15 direct reports. SaaS, PLG, or Enterprise background is a plus
- Fluency in English and Spanish
- Strong servant leadership style and empathy
- High level of autonomy and handling ambiguity
- Above-average level of data analysis and reporting
- Ability to collaborate cross-functionally to understand business requirements and translate them into effective solutions or suggestions
- Team-first mentality, with an unmatched level of support for teammates
- Ability to work in a fast-paced environment and learn quickly
- Ability to travel up to 30% of the time
WHAT WE OFFER 🤗
- Professional development budget for relevant conference tickets, training programs, or courses.
- Flexible benefits plan to choose the perks that fit your needs.
- Health insurance, including dentistry, psychology sessions, nutrition consultations, surgery, and travel assistance.
Manychat is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.
This commitment is also reflected through our candidate experience. If you have individual needs that may require an accommodation during the interview process, please indicate this in your application. We will do our best to provide assistance throughout your interview process to ensure you’re set up for success.