.At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.Recently, SpotOn was:Named one of Fast Company's Most Innovative Companies of 2024Awarded Great Places to Work and Built In's Best Workplaces for the third year in a rowSelected as the Best Overall Restaurant POS by NerdWalletRated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra usersWe're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.That's where you come in.Job Title: Associate Manager, Client ExperienceLocation: Paseo de la Reforma, CDMX (Onsite)Industry: Contact CentersJob SummaryWe are seeking an Associate Manager to support and enhance operational excellence within our Technical Support department. In this role, you will collaborate closely with the Client Experience Sr. Manager to oversee projects, streamline processes, and nurture key stakeholder relationships. Your core responsibilities include managing administrative tasks, improving communication across departments, and driving operational success. If you excel in organization, collaboration, and delivering results, this role is for you.Roles & ResponsibilitiesStrategic Support: Provide high-level leadership to contact center operations, ensuring performance aligns with business KPIs.Data-Driven Decision-Making: Manage follow-ups, documentation, and analytics to inform strategies and decisions.Collaboration: Partner with senior leadership to align customer experience initiatives with business goals.Customer Experience: Develop and implement strategies to exceed customer expectations and deliver industry-leading service.Analysis & Improvement: Analyze customer feedback and market trends to identify opportunities for improvement.Cross-functional coordination: Work with teams across management, product, training, QA, and workforce management to ensure consistent service quality.Team Development: Mentor, coach, and train team members to achieve performance goals and quality standards.Performance Monitoring: Track operational performance, identify trends, and recommend improvements.Continuous Training: Ensure teams complete necessary re-training to maintain service excellence.Communication: Conduct team meetings to share updates on policies, procedures, and product changes.Recognition & Accountability: Recognize top performers and provide disciplinary recommendations to uphold service standards.Reporting: Offer the Sr. Manager insights on daily operations and improvement opportunities.Recruitment & Staffing: Assist in selecting and onboarding new team members