Mgr, Customer Svc at Carrier Global in Monterrey, Nuevo León, Mexico

Mgr, Customer Svc Location: LOC5028: MSSC, Boulevard Díaz Ordaz 130, Torre 4 Piso 19, Col. Santa Maria, Monterrey, Nuevo León, México. C.P. 64650. Build a career with confidence Carrier Global Corporation, a global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we’ve led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world‑class, diverse workforce that puts the customer at the center of everything we do. About the role As a Manager, Customer Service, you will lead a specialized team responsible for delivering high‑quality support to channel partners. This role combines strong people leadership with operational excellence, ensuring accurate issue resolution, effective escalation management, and consistent customer experiences. You will play a key role in driving performance, continuous improvement, and cross‑functional collaboration in a fast‑paced, service‑focused environment. Key Responsibilities As a Manager, Customer Service, you’ll be responsible for: Leading, coaching, and developing a team of customer service associates, setting clear expectations aligned to service, quality, and productivity goals Conducting performance evaluations, ongoing coaching, and development planning to build talent and engagement Overseeing daily customer service operations, including handling inquiries, policy interpretation, and case resolution Serving as the primary escalation point for complex or high‑impact customer issues Ensuring accurate documentation and compliance with Carrier policies across systems such as Salesforce and SAP workflows Monitoring key customer experience metrics such as CSAT, turnaround time, repeat contacts, and escalation rates Partnering with Training and Quality teams to ensure team readiness with up‑to‑date tools, policies, and procedures Driving improvements in first‑contact resolution and consistency of service delivery Collaborating with internal stakeholders and third‑party vendors to resolve issues and enhance processes Participating in root‑cause analysis and implementing corrective actions for recurring issues Tracking operational performance and delivering insights and updates to leadership Leading continuous improvement initiatives to reduce manual work, improve cycle times, and enhance service quality Requirements We are looking for people who are customer‑focused, collaborative leaders with strong problem‑solving abilities and a passion for driving operational excellence. If this sounds like you, we’d love to hear from you. As a minimum you must have: Minimum 5 years of customer service or contact‑center experience Minimum 2 years of people leadership or supervisory experience Demonstrated experience managing escalations and complex customer issues Strong communication, coaching, and problem‑solving skills Ability to drive performance in a metrics‑driven environment Although not necessary, it would be nice if you have: Familiarity with CRM and case management platforms such as Salesforce or SAP Experience working in a matrixed, cross‑functional organization Strong capabilities in data‑driven decision making and reporting Benefits We are committed to offering competitive benefits programs for all of our employees and enhancing our offerings when necessary. Have peace of mind in mind and body with our health insurance Drive forward your career through professional development opportunities Our commitment to you Our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops, and retains the best talent, promotes employee engagement, fosters teamwork, and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. This is The Carrier Way. Join us and make a difference. Apply Now! Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. Job Applicant's Privacy Notice: Click on this link to read the Job Applicant's Privacy Notice