Customer Care Team Leader (Querétaro, QUE, MX, 76120)

Kerry Group
Querétaro
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Leadership","Coaching","Problem-solving","Customer focus","Stakeholder management"]

Lead and develop a Customer Care team to deliver world-class service across North America. Own performance against KPIs and SLAs, handle escalations and complex customer situations, and drive continuous improvement to optimize processes and operational efficiency. Collaborate cross-functionally to support customers and strengthen customer satisfaction, while fostering a culture of accountability, engagement, and customer centricity. Advanced English and customer-care leadership experience are key.

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Kerry Group
Kerry Group
12 hours ago

Customer Care Team Leader (Querétaro, QUE, MX, 76120)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Lead and develop a Customer Care team to deliver world-class service across North America. Own performance against KPIs and SLAs, handle escalations and complex customer situations, and drive continuous improvement to optimize processes and operational efficiency. Collaborate cross-functionally to support customers and strengthen customer satisfaction, while fostering a culture of accountability, engagement, and customer centricity. Advanced English and customer-care leadership experience are key.
Location: Querétaro
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a high-performing Customer Care team.
  • •Ensure service excellence while meeting KPIs and SLAs.
  • •Handle escalations and support complex customer situations.
  • •Drive continuous improvement initiatives to improve operational efficiencies.
  • •Collaborate with cross-functional teams across North America to enhance processes and customer satisfaction.

Key Requirements

  • •5+ years of experience in Customer Service, Customer Care, and Order Management.
  • •Previous experience leading and developing teams.
  • •Advanced English communication skills.
  • •Strong customer-focused mindset with problem-solving capabilities.
  • •Experience managing stakeholders in a fast-paced, global environment.
Skills:LeadershipCoachingProblem-solvingCustomer focusStakeholder management
Languages:English
Tech Stack:SAPERP

Company Brief

Kerry Group
Kerry Group is a global taste and nutrition company supplying ingredients, flavours and integrated solutions to the food, beverage and pharmaceutical industries, serving manufacturers with product development, technical support and supply chain services.
Industry: FoodTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Tralee, Ireland
Founded: 1972
WebsiteLinkedIn