Oversee Global Support in Safety-Driven SaaS Environments You'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 Description Be 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 Overview Employment type: Indefinite Term Contract Shift: Alternating start times of 5AM–3PM or 8AM–6PM Colombia Time Work setup: Onsite – Bogotá and Medellin Your Daily Tasks - Oversee the Customer Support department to ensure exceptional service delivery and team performance - Mentor and coach team leads and subject matter experts (SMEs) - Analyze team metrics and implement improvement plans - Manage timesheets, attendance, escalations, and generate performance and satisfaction reports - Collaborate with cross-functional departments, including Product, Implementation, QA, Strategic Accounts, and Vendors - Handle multi-tier support operations while maintaining consistent KPI achievement Requirements The Qualifications We Seek - 5+ years of experience in customer support, including at least 2 years in a leadership or managerial role - Background 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 improvements - Strong people-first mindset; proactive, communicative, and committed to continuous improvement - Familiarity with CRM systems, ticketing platforms, and reporting tools Benefits Exciting Perks Await! - 5 days work week - Weekends off - 20 vacation days in total - Prepaid medicine - Fully-customized Emapta laptop and peripherals - Indefinite term type contract - Direct exposure to our clients - Career growth opportunities - Diverse and supportive work environment - Prime Office Locations - Bogotá and Medellin - Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar) About the Client Empowering Safer, Smarter Workforces Through Digital Credentialing From 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 Latam Join 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. #EmaptaEra