Coordinador de Soporte LATAM
Core
Coordinar la operación regional de soporte técnico para clientes en LATAM, asegurando atención eficiente y cumplimiento de SLAs.
Role type
Support Team Coordinator (LATAM)
Builds
Support operations and client service delivery for ABC Fitness
Domain
Fitness technology / Customer Support
Deliverable
dashboards & analysis
Required skills
Team coordination, Technical troubleshooting, SLA management, KPI monitoring, Process improvement, Cross-functional communication, Coaching, Knowledge base management
Preferred skills
Experience in LATAM markets, Automation strategies
Responsibilities
Supervise support agents to ensure service quality and SLA compliance; Provide technical guidance for critical or complex cases; Monitor operational metrics (response time, resolution time, backlog, CSAT); Prioritize exceptional requests based on impact; Coordinate communication between support, clients, and internal teams (Product, Engineering, Onboarding); Identify process deviations and opportunities for automation; Conduct coaching and feedback for team development; Update and standardize knowledge base and internal procedures; Consolidate regional support processes across LATAM countries.
