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Manager – Support Services

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Parking Network B.V.

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Location:
Dominican Republic , Santo Domingo

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

The Manager, Support Services is responsible for leading the Customer Service Representative (CSR) teams to ensure fast, accurate ticket triage, high-quality documentation, and exceptional customer experience. This role oversees frontline support operations, ensuring tickets are properly routed, documented, and handed off cleanly to next-level teams. The Manager, Support Services, is accountable for team performance, backlog health, and maintaining high standards in ticket handling and customer communication.

Job Responsibility:

  • Lead and manage the CSR day and overnight teams, including hiring, training, and performance management
  • Drive same-day ticket triage to ensure fast and efficient routing of all cases
  • Monitor and manage ticket backlog and SLA risks
  • Enforce high standards for ticket hygiene and documentation quality
  • Ensure strong handoff discipline
  • Monitor and improve customer experience across Freshdesk and Dialpad
  • Ensure CSRs are active and available in Freshdesk and Dialpad
  • Adjust and manage staffing to maintain appropriate coverage
  • Conduct regular team meetings, coaching sessions, and 1:1s focused on performance, ticket quality, and development
  • Track and report on key metrics
  • Provide weekly performance summaries to the Director of Support Services
  • Partner with L1 and L2 leadership
  • Identify knowledge gaps and coordinate training
  • Monitor Slack channels and other communication channels
  • Drive continuous improvement initiatives

Requirements:

  • Minimum of 3–5 years in a leadership role in a support or call center environment
  • Strong ability to lead and manage frontline support teams in a fast-paced environment
  • Deep understanding of ticket triage, routing, and support workflows across multiple tiers
  • Ability to enforce high standards of documentation, accuracy, and accountability
  • Strong communication skills with the ability to collaborate across teams and influence outcomes
  • Experience with support tools such as Freshdesk, Dialpad, or similar ticketing and telephony systems
  • Ability to analyze metrics and trends to drive performance improvements
  • Highly organized, with the ability to manage multiple priorities and maintain focus on execution
  • Demonstrates reliability, accountability, and a strong coaching mindset
  • Ability to identify process gaps and implement improvements
  • Commitment to delivering a high-quality customer experience through consistency and professionalism
  • Spoken and written fluency in English and Spanish required

Nice to have:

Bachelor's degree or equivalent education and experience preferred

What we offer:
  • Legal Dominican benefits
  • Supplemental Private Medical Insurance (HUMANO)
  • Gym subsidy
  • Meal subsidy
  • Competitive salary
  • Annual vacation bonus

Additional Information:

Job Posted:
May 09, 2026

Expiration:
May 25, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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