Client Service Manager

Location: Santiago de Querétaro

Cart. com is one of the fastest-growing commerce enablement companies, providing digital and physical infrastructure that helps B2C, B2B, and public sector organizations unify operations from product discovery to delivery. Our enterprise-grade software, services, and logistics network—including omnichannel fulfillment centers—empower merchants to simplify complexity and drive growth.
Our vision is to be the global backbone of commerce, and we're looking for innovative, entrepreneurial teammates to help customers streamline operations and reach their audiences everywhere. Ready to join us? We'd love to hear from you.
Pay range and compensation package
Pay up to 45k-59k (before taxes).
Food vouchers, 30-day Aguinaldo, and 35% vacation bonus.
Comprehensive life and medical insurance.
Growth opportunities as we continue to expand
Applicants or individuals who are in Mexico City or Querétaro, MX. In-site role.

The Role:

The Senior Client Services Manager acts as the key link between clients and operations, ensuring seamless communication and exceptional service. Reporting to the Director of Customer Engagement, this role requires strong listening and communication skills, the ability to prioritize and manage multiple tasks, and adaptability in a fast-changing environment. Ideal candidates build strong relationships, influence outcomes, and thrive on improving client experiences.
What You'll Do:
Develop and execute strategic account plans.
Serve as the main liaison between clients and operations, ensuring clear communication and alignment.
Resolve issues, manage escalations, and maintain strong client relationships.
Identify opportunities to enhance client experience and leverage additional services.
Oversee contract compliance, review reports and invoice for accuracy.
Prepare presentations and reports and coordinate new programs efficiently.
Collaborate with leadership to improve team processes and effectiveness.
Who You Are:
Exceptional interpersonal communicator both verbally and in writing
Able to communicate in English clearly and effectively—both in writing and verbally.
Advanced in prioritizing and project management
High level multi-tasker and problem solver
Thrive in an independent and ever-changing work environment
You remain composed of diplomacy and an ability to influence outcomes
Have high-level attention to detail and work with a sense of urgency
You are analytical with advanced computer skills
Ability to travel up to 30%, both domestically and internationally.
Must hold or be able to obtain a valid passport and visa.
What You've Done:
5+ years professional experience in a customer/client service manager role in which you were client facing and directly managed multiple client accounts to lease between your clients and the business.
5+ years' professional experience where you directly influenced by improving internal processes or solutions to better serve your clients.
2+ years' experience in a Call Center, Customer Service environment.
Knowledge and experience in e-commerce and/or retail business