Technical Customer Support Manager (All Parishes)

(Remote — Global BPO/Tech Accounts)

We’re Influx.com — and we’re on a mission to disrupt the traditional customer experience and talent industries. Our model helps global companies build flexible, high-performing teams that deliver consistently, anywhere in the world.

We’re hiring an experienced Service Delivery Manager (SDM) to take ownership of client accounts, lead operational teams in BPO environments, and ensure delivery consistently exceeds expectations. This is a leadership role where you will be directly accountable for client satisfaction, revenue performance, and the development of your teams.

If you’ve successfully managed BPO call center operations, tech/software accounts, and client relationships at scale, this is your opportunity to step into a high-impact role with global visibility.

Why This Role?

• Join a company reshaping how global businesses deliver customer experience.
  
  

• Remote-first, with exposure to international clients across tech and software industries.
  
  

• Full ownership of client relationships, account performance, and team development.
  
  

• Career growth opportunities into senior leadership within a scaling global delivery organization.
  
  

What You’ll Own

Client & Account Management

• Act as the primary point of contact for client executives, owning relationships end-to-end.
  
  

• Lead onboarding of new accounts, setting clear SLAs, KPIs, and success criteria.
  
  

• Run structured business reviews (MBRs/WBRs) with clients, presenting data-driven performance insights.
  
  

• Anticipate risks, address escalations, and proactively drive retention and growth.
  
  

BPO Operations & Team Leadership

• Manage and develop Team Leaders and frontline staff in a call center/BPO environment.
  
  

• Ensure SLA achievement across multiple accounts and industries.
  
  

• Implement structured coaching, training, and career development for leaders and agents.
  
  

• Drive operational excellence and standardization across delivery teams.
  
  

Financial & Performance Management

• Own P&L performance for assigned accounts, including revenue and gross margin targets.
  
  

• Identify and execute opportunities for upsell, expansion, and efficiency improvements.
  
  

• Oversee accurate forecasting, reporting, and invoicing.
  
  

What You MUST Bring

• 5+ years’ experience in BPO/call center operations, with proven success managing client accounts.
  
  

• 2+ years in a people management role, leading Team Leaders and agents.
  
  

• Demonstrated experience running tech/software accounts or technology-driven client environments.
  
  

• Strong client-facing skills — comfortable delivering structured reports, insights, and presentations to executives.
  
  

• Proven ability to lead under pressure, manage multiple accounts, and balance client and business priorities.
  
  

• Strong leadership, communication, and problem-solving skills.

Desirable:

• Bachelor’s degree in Business Administration or related field (or equivalent experience).
  
  

• Prior experience in scaling BPO operations for international markets.
  
  

About Influx

Our 24/7 on-demand support service guarantees response times and coverage, troubleshooting and solving customer problems in under one hour, every hour of the week. Headquartered in California with a global team of 1,000+ staff, we are committed to delivering exceptional customer service. Learn more atwww.influx.com.

Requirements

• Update the requirements section to reflect Kedeicha’s priorities:
  
  

• Non-negotiable: Call center experience.
  
  

• Degree: Bachelor's preferred, but an Associate degree accepted if experience is stronger.
  
  

• Experience: 3–5 years total in customer service, with at least 1 year in a management role.
  
  

• Technical aptitude preferred (not fully certified but capable of supporting technical clients).
  
  

• Client-facing experience is mandatory.
  
  

• Minimum proficiency benchmark of 80% based on assessments.
  
  

• Salary and locations: Jamaica range JMD 200k–220k/month; Brazil/Argentina ~USD 1,300; open to Colombia with salary expectations collected first.
  
  

• Selection process: Panel interview with at least two of the three (Kedeicha, Gary, Bernardet) in the final stage.
  
  

Operational expectations: Weekly check-ins (Tuesdays or Thursdays), urgency of role to support handover of key clients.