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.

The ideal candidate bridges the gap between high-level customer empathy and modern technical execution. You must be comfortable working with LLMs, AI-driven automation, and complex call routing configurations. You aren't expected to code, but you must have the technical prowess to configure modern tools without waiting for a developer to hold your hand.

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.

• 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.

• 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 minimal 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.

Job Type: Full-time

Pay: $3,000, $5,000,000.00 per month

Language:

• English (Advance level) (Preferred)

Work Location: Hybrid remote in Florida, Buenos Aires