Description
Head of Customer Success in Querétaro (remote). Opportunity at a global organization based in the Netherlands building its teams in Mexico. Bilingual role (Spanish/English). Join a team with a culture of excellence and real growth.
Responsibilities
- Lead and own the Customer Experience function as a Head of Customer Success.
- Keep the knowledge base and support scripts up to date.
- Handle and resolve customer requests via chat, email, and phone in Spanish and English, meeting agreed service levels.
- Follow up on every case through to resolution, logging each interaction in the CRM.
- Escalate complex issues to specialist teams with full customer context.
- Identify recurring patterns in inquiries and propose product or process improvements.
- Define the area strategy, manage the budget, and report results to global leadership.
Requirements
- Professional Spanish and English (written and spoken): required for this role.
- Problem-solving mindset and comfort in a fast-paced environment.
- Excellent communication, empathy, and customer-orientation skills.
- Prior experience in customer service, support, or customer success.
- Hands-on with CRM and ticketing tools (Zendesk, Salesforce, HubSpot, or similar).
- Strong organization and meticulous case follow-up.
Benefits
- Flexible work arrangement (according to the role's modality).
- A genuinely bilingual environment and exposure to international teams.
- Above-statutory benefits.
- Major medical and/or life insurance.
- Professional development plan and training budget.
- Vacation days above the legal minimum plus personal days.
How to apply
- Click “Apply now”.
- Complete your application following the steps.
- We’ll contact you about the next steps.
Frequently asked questions
- How do I apply?
- Click “Apply now” and complete your application following the steps. We’ll then contact you about the next steps.
- Is this role remote?
- This position is remote, based in Querétaro.
- Does it cost anything to apply?
- No. Applying through Talentosy is free for candidates.
