Customer Service Manager (CSM)

Position Summary Whip is seeking a Customer Service Supervisor / Manager to lead and develop a high-performing, remote support team serving our rental car platform. This role will oversee agents based in Mexico City, ensuring consistent, high-quality customer experiences across inbound calls, SMS communication, and operational coordination (including towing and roadside support). This is a hands‐on leadership role ideal for someone who thrives in fast‐paced, operational environments and is comfortable managing both customer interactions and real‐time logistics. Essential Duties and Responsibilities Team Leadership & Performance Management Manage, coach, and develop a team of remote customer service agents Monitor daily performance across calls, SMS, and case handling Conduct regular 1:1s, QA reviews, and performance evaluations Drive accountability around KPIs such as response time, resolution time, and customer satisfaction Customer Support Oversight Ensure timely and effective handli...