Oversee Global Support in Safety-Driven SaaS EnvironmentsYou're not just managing metrics—you're championing safer industries. Be the driving force behind a platform that safeguards critical sectors through real-time credentialing. Elevate customer experience standards while collaborating with global minds. With every ticket resolved and escalation optimized, you help entire industries breathe easier—and you do it without packing a single bag.Job DescriptionBe part of our client's team as a Customer Support Team Manager, driving operational excellence and leading a team committed to delivering top-tier customer experiences. You'll manage team reliability, attendance, and employee relations while championing continuous improvement. Guide day-to-day operations, enforce standards, and optimize support processes to elevate performance and business outcomes.Job OverviewEmployment type: Indefinite Term ContractShift: Alternating start times of 5AM–3PM or 8AM–6PM Colombia Time5 days work week20 vacation days in totalFully-customized Emapta laptop and peripheralsIndefinite term type contractDirect exposure to our clientsDiverse and supportive work environmentUnlimited upskilling through Emapta Academy courses (Want to know more? Visit Qualifications We Seek5+ years of experience in customer support, including at least 2 years in a leadership or managerial roleBackground in tech-enabled support environments or SaaS platforms (preferred)Proven track record of managing KPIs such as CSAT, SLA, and QA, as well as driving performance improvementsStrong people-first mindset; proactive, communicative, and committed to continuous improvementFamiliarity with CRM systems, ticketing platforms, and reporting toolsYour Daily TasksOversee the Customer Support department to ensure exceptional service delivery and team performanceMentor and coach team leads and subject matter experts (SMEs)Analyze team metrics and implement improvement plansManage timesheets, attendance, escalations, and generate performance and satisfaction reportsCollaborate with cross-functional departments, including Product, Implementation, QA, Strategic Accounts, and VendorsHandle multi-tier support operations while maintaining consistent KPI achievementAbout the ClientEmpowering Safer, Smarter Workforces Through Digital CredentialingFrom energy grids to hospital wards, our client is changing how compliance works—one digital credential at a time. Their award-winning platform brings real-time visibility, verified skills, and seamless onboarding to industries where there's no room for error. Trusted by major players across heavily regulated sectors, they've cut admin costs by up to 70% and set a new gold standard for workforce readiness. When safety, speed, and certainty matter, they deliver.Your Future Team at Emapta LatamJoin Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth. With over 1,000 clients worldwide and a team of more than 10,000 talented professionals, Emapta continues to set new standards in the industry. Apply now to be part of our success story in Colombia, where your skills are valued, and your career ambitions are supported.#EmaptaEraSeniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionCustomer Service and ManagementIndustriesHospitals and Health CareReferrals increase your chances of interviewing at Emapta Global by 2xGet notified about new Support Manager jobs in Bogota, D.C., Capital District, Colombia.Bogota, D.C., Capital District, Colombia 3 months agoBogota, D.C., Capital District, Colombia 6 days agoBogota, D.C., Capital District, Colombia $800.00-$1,300.00 4 weeks agoBogota, D.C., Capital District, Colombia 4 days agoSenior Manager, Global Technical Customer SupportBogota, D.C., Capital District, Colombia 1 week agoBogota, D.C., Capital District, Colombia 2 weeks agoBogota, D.C., Capital District, Colombia 1 week agoBogota, D.C., Capital District, Colombia 1 week agoBogota, D.C., Capital District, Colombia 3 weeks agoBogota, D.C., Capital District, Colombia 3 weeks agoASSISTANT MANAGER, HELPDESK prisma (AMERICAS)Bogota, D.C., Capital District, Colombia 3 weeks agoBogota, D.C., Capital District, Colombia 5 days agoSenior Manager, Employee Technology Service DeskBogota, D.C., Capital District, Colombia 2 weeks agoEnterprise Customer Success Manager – South AmericaBogota, D.C., Capital District, Colombia 1 week agoBogota, D.C., Capital District, Colombia 2 weeks agoBogota, D.C., Capital District, Colombia 5 days agoBogota, D.C., Capital District, Colombia 2 weeks agoBogota, D.C., Capital District, Colombia 5 days agoBogota, D.C., Capital District, Colombia $800.00-$1,300.00 1 month agoBogota, D.C., Capital District, Colombia 2 months agoSenior Client Service and Operations Manager (BOG)Bogota, D.C., Capital District, Colombia 2 months agoBogota, D.C., Capital District, Colombia 2 months agoBogota, D.C., Capital District, Colombia 6 days agoSenior Customer Success Manager (Podcasts)Bogota, D.C., Capital District, Colombia $800.00-$1,300.00 2 months agoBogota, D.C., Capital District, Colombia 1 week agoBogota, D.C., Capital District, Colombia 2 months agoInternal HubSpot Support & Governance Manager (SalesOps)Bogota, D.C., Capital District, Colombia 1 month agoBogota, D.C., Capital District, Colombia 1 week agoBogota, D.C., Capital District, Colombia 1 week agoPremium Support Business Development Manager , Enterprise Support ES - BusDevBogota, D.C., Capital District, Colombia 5 days agoMosquera, Cundinamarca, Colombia 1 month agoWe're unlocking community knowledge in a new way. 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