Head of Customer Support and Call Center

Head of Customer Support (Technical & Operations) About the Company Tires and Parts Inc - an established USA company, 60 million in revenue is creating an offshoot brand selling tires, parts and wheels. The new brand is directly supported by the company. Establishing a new customer support department in Argentina. Overview We are seeking a high-caliber, technically-proficient Head of Customer Support to build our support department from the ground up. This is a "root-level" leadership position. You will not just manage a team; you will architect the systems, automate the workflows, and establish the physical office of our support operations. Key Responsibilities1. Strategic Technical Leadership & Automation - AI Integration: Oversee the implementation of custom-trained AI for call greetings, tracking requests, and delivery estimates. You will collaborate with technical teams on LLM fine-tuning. - System Architecture: Independently configure virtual phone lines and advanced call routing (mapping logic to either AI agents or live staff). - Process Optimization: Connect modern tools and automate repetitive tasks to ensure a lean, high-efficiency department. 2. Department Setup & Physical Operations - Office Launch: Lead the search, leasing, and setup of a physical office space for the on-premise support team (supported by executive travel for initial setup). - Team Building: Own the full recruitment lifecycle—hiring, onboarding, and training the initial support cohort. - SOP Development: Create high-quality Standard Operating Procedures (SOPs), training materials, and documentation to ensure team scalability. 3. Support Operations & Marketplace Management - Marketplace Oversight: Manage health and performance metrics across Walmart, eBay, and Amazon (Late shipments, negative feedback, seller ratings). - Escalation Management: Handle high-level customer escalations with calm, professional, and effective solutions. - Data Analytics: Analyze call recordings, message trends, and support metrics to identify core friction points and iterate on solutions. Required QualificationsExperience - 3+ years in E-commerce or Marketplace customer service. - 1+ year in a leadership role (recruitment, management, and training). - Marketplace Expertise: Deep understanding of seller dashboards for Amazon, eBay, and Walmart. - Dropshipping Knowledge: (preferred) Understanding of dropshipping workflows and logistics. Technical Proficiency - CRM Expertise: Power-user level experience with Gorgias, Zendesk, or similar platforms. - Data Tools: Advanced proficiency in Excel and Airtable. - Project Management: Experience using Asana or similar workflow tools. - Payment Gateways: Familiarity with Stripe and PayPal dashboards for refund/dispute management. - Logistics Tools: Experience with ShipStation or similar shipping software. Communication & Language - Spanish - English: Near-native fluency with zero or mínimal accent. Ability to communicate complex ideas clearly and concisely. Who You Are - Technically Independent: You don't use "waiting on the technical team" as an excuse. You are eager to learn the back-end of Odoo or phone system configurations yourself. - An Architect, Not Just a Manager: You prefer building systems and teaching others rather than just following a pre-set manual. - Calm Under Pressure: You maintain a high level of "stress-resistance" and can navigate complex customer disputes without losing focus. - Automations-First: You have a natural instinct to solve problems through technology and structured data. Job Conditions - This is a MANAGEMENT founding role with significant autonomy. - **Location**:on site. - **Compensation**:competitive salary in USD; final offer based on experience and discussed during the interview. Pay: $3,000,000.00 - $5,000,000.00 per month **Language**: - English (Advance level) (preferred) Work Location: Hybrid remote in Florida, Buenos Aires