Customer Support Supervisor — Mexico (Ukrainian/Russian-speaking)

For our client International logistics group (brand operating in Europe and Asia) launching its first LATAM branch in Mexico to help Mexican SMEs import from China/Asia. Language requirement: Fluent Ukrainian or Russian + strong Spanish (B2+) + English (B2+)

Why this role matters

You will be our first customer support hire in Mexico and the frontline voice to local SMEs—from first inquiry to first shipment. You’ll turn inbound interest into satisfied, returning customers, establish SLAs and SOPs, and build the support function from zero (hiring and mentoring the first local reps as volume grows). Expect real ownership, fast iteration, and tight collaboration with HQ and operations in Asia.

What will help you succeed:

Experience & tools

3+ years in customer support / client operations for B2B or tech-enabled services in Mexico; startup or market-launch experience is a plus.
Proven phone/WhatsApp support with Spanish-speaking SMEs; confident handling high-intent inbound and consultative onboarding.
Hands-on with CRM (HubSpot/Zoho/Pipedrive or similar), ticketing, and IP-telephony; comfortable creating SOPs and reporting.
Exposure to logistics/e-commerce/import processes is a strong advantage.
Skills
Empathetic, clear communicator (spoken and written) with strong objection handling and expectation management.
Operational rigor: you love SLAs, queues, templates, dashboards—and you keep them tidy.
Builder mindset: comfortable as a solo operator at the start, ready to hire and coach the first team; resilient under ambiguity.
Data-driven: you turn conversations into structured insights and next actions.

Languages (required)

Spanish — fluent (daily client communications in Mexico)
Ukrainian or Russian — fluent
English — B2+ (HQ/Asia coordination)

What you’ll do

Own day-to-day client communications: handle calls, WhatsApp/email, and web leads; triage, route, and resolve issues with clear SLAs.
Educate and onboard SMEs: explain our service, the import workflow from China/Asia, timelines, documentation basics, and next steps; remove friction on the path to first shipment.
Set up the foundation: help evaluate and implement CRM + IP-telephony basics; define macros, templates, escalation paths, and quality-control routines (call recording, QA scorecards).
Turn signals into insights: log reasons for contact, objections, and drop-offs; share weekly feedback with Marketing and Ops to improve funnels and offers.
Coordinate across time zones: liaise with European leadership and the Asia operations team to move cases forward quickly.
Hire and lead the first pod: once volumes grow, recruit, train, and coach 2+ local Spanish-speaking reps; set schedules, monitor adherence, and continuously improve processes.
Support on-site presence: help scout and set up a small office/meeting space in CDMX and host face-to-face client meetings when needed.
What will help you succeed
How we work (phase-in)
Close collaboration with a European lead; fast test-and-learn culture.
Engagement model: start on B2B/contractor for ~3 months (pilot), then convert/extend based on fit and results while the local entity and office finalize.
Presence: hybrid in CDMX preferred for meetings and events; some remote flexibility is fine.

Why work with us

Career path. Grow into Customer Support Lead (Mexico/LATAM) as we scale headcount and shipments.
Build it from the ground up. Be the first support leader in Mexico, with clear ownership of processes, SLAs, and team growth.
Autonomy with backing. Fast decisions, direct access to leadership, and HQ resources; you lead locally, we support globally.
International scope. Daily collaboration with Europe and Asia; sharpen your cross-border operations skill set.
Meaningful mission. Help Mexican SMEs import better from Asia—real value, repeat customers, compounding impact.
Flexible setup. Hybrid/remote-friendly, results-first culture, high trust.

How to apply

Send your CV plus 2–3 concise case studies (goal → hypothesis → what you launched → impact on metrics). Include links to campaigns/assets/dashboards you owned to email: cv@tk-recruitment.com

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