Job Application for Customer Support Manager at BlueConic

New

Hybrid / Mexico City

Hurry up! We’ve got a dream to build!

At BlueConic, we’re reinventing how businesses grow by transforming customer data into real-time intelligence and action. As the creators of the industry's first Customer Growth Engine (CGE), we help brands move beyond traditional CDPs to a smarter, faster model for growth—powered by AI, built for privacy, and designed to create meaningful value across the customer lifecycle.

Join us in shaping the future of customer engagement—where businesses don’t just collect data, but turn it into their next competitive advantage.

As a Customer Support Manager at BlueConic, your role is pivotal in ensuring the success of our global support organization. You are responsible for leading a frontline support team, driving operational excellence through KPIs, and innovating with AI and automation to scale processes. You will also play a key role in premium support delivery, incident management, and cross-functional collaboration across the revenue organization.

Your Responsibilities in this role are:

Lead and develop a team of Customer Support Representatives (CSRs), ensuring timely, high-quality responses to customer inquiries and escalations.
Track, analyze, and report on Support KPIs, creating accountability and continuous improvement across the team.
Design and run incident management processes, ensuring efficiency, clear communication, and rapid resolution.
Support the delivery of premium support services and utilization tracking, ensuring commitments are met and resources are used effectively.
Partner with Product, Customer Success, and Enablement teams to deliver customer feedback, create knowledge content, and streamline workflows.
Leverage AI and automation tools (e.g., n8n, Zapier, Workato) to design, implement, and optimize workflows that scale support operations.
Serve as a role model for customer empathy, coaching CSRs on balancing efficiency with exceptional customer experiences.
Actively contribute to quarterly product feedback processes, representing the voice of the customer internally.
Collaborate within the Revenue organization to ensure Support efforts align with company growth and retention goals.

You have;

4–6 years of demonstrated success in B2B SaaS customer support, with at least 2 years in a people management role.
Proven ability to design, implement, and track Support KPIs.
Hands-on experience in Support Operations, with a record of process improvement and scaling.
Technical exposure to automation and workflow tools (e.g., n8n, Zapier, Workato) with the ability to design and implement automated solutions.
Strong background in incident management and handling escalations.
Experience in premium support/service delivery and utilization tracking.
Excellent communication and leadership skills, with a passion for coaching and developing teams.
Front-end development experience (HTML, CSS, JavaScript).

You'll stand out if you have:

Experience working as part of a Revenue organization or closely with revenue-aligned teams.

About BlueConic:

BlueConic is the leading Customer Growth Engine, helping brands unlock the full value of their customer data. By combining AI-powered intelligence with real-time activation, BlueConic enables businesses to drive growth, increase retention, and optimize revenue. More than 500 brands including ASICS, Forbes, Heineken, L’Oréal, Mattel, Michelin, Telia Company, and Unilever use BlueConic to create meaningful relationships and drive long-term business impact.

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When you apply to a job on this site, the personal data contained in your application will be collected by BlueConic, Inc, (“Controller”), which is located at Wijchenseweg 101, 6538 SW Nijmegen, Netherlands and can be contacted by emailing recruiting@blueconic.com. Controller’s data protection officer is Timo van Noppen, who can also be contacted at privacy@blueconic.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer was subject to appropriate additional safeguards under the standard contractual clauses. You can obtain a copy of the standard contractual clauses by contacting us at privacy@blueconic.com.

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Our goal is for BlueConic to be a fun, productive, welcoming, and safe space where BlueCrew members of all races, gender identities, gender expressions, sexual orientations, physical abilities, physical appearances, socioeconomic backgrounds, life experiences, nationalities, ages, religions, and beliefs are empowered to be able to make an outsized impact every day. We are an equal opportunity employer, committed to inclusive hiring practices.

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Customer Support Manager

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