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Urgent! Onboarding & Customer Support Manager Job Opening In Pacific Remote Islands Marine National Monument – Now Hiring KashIO

Onboarding & Customer Support Manager



Job description

¿Quiénes somos?

En Kashio desarrollamos soluciones tecnológicas financieras (B2B SaaS) que permiten a las empresas automatizar sus procesos de pagos, cobranzas y conciliaciones bancarias, integrando medios de pago digitales de manera segura y escalable.
Actualmente trabajamos con más de 500 empresas en sectores como educación, real estate, servicios públicos y financieros, y nos encontramos en una etapa de rápida expansión regional en Latinoamérica.

Nuestro equipo de Operaciones es clave para garantizar que cada cliente viva una experiencia fluida y confiable, desde su incorporación hasta el soporte continuo en el uso de nuestra plataforma.

¿A quién buscamos?

Buscamos un(a) Onboarding & Customer Support Manager que lidere las Unidades Operativas de Onboarding y Customer Support, asegurando la mejor experiencia posible para nuestros clientes corporativos.
Este rol combina visión estratégica, liderazgo de equipos y orientación al cliente, con foco en la mejora continua y la fidelización.

Funciones clave

  • Asegurar una experiencia de cliente óptima durante el proceso de onboarding, coordinando con áreas internas, proveedores, partners y PSPs.
  • Optimizar la fidelización de clientes mediante un servicio de soporte de alta calidad, garantizando atención oportuna a incidentes.

  • Establecer relaciones sólidas con stakeholders clave de cada cliente, generando confianza a través de comunicación fluida y oportuna.

  • Implementar mejoras continuas en procesos de onboarding y soporte, en coordinación con el área de Operaciones.

  • Gestionar al equipo humano a cargo, promoviendo el desarrollo profesional, un clima laboral adecuado y el cumplimiento de objetivos.

  • Preparar reportes de gestión e indicadores de su Unidad Operativa para la Gerencia de Operaciones.

  • Diseñar e implementar estrategias de satisfacción del cliente, monitoreando métricas como NPS y CSAT, y proponiendo acciones correctivas o preventivas.

  • Atender directamente incidencias críticas de clientes corporativos y TOP.

Requisitos para el rol

Formación:

  • Profesional en Ingeniería Industrial, Electrónica, de Sistemas, Administración o carreras afines.

Experiencia:

  • Experiencia liderando equipos de Customer Success, Soporte o Onboarding en entornos SaaS, fintech o banca digital.

  • Experiencia comprobada en mejora de procesos, gestión de indicadores y satisfacción de clientes.

Conocimientos técnicos obligatorios:

  • Herramientas de gestión de tickets y SLA's.

  • Gestión por indicadores (KPI, OKR).

  • Herramientas de satisfacción del cliente (NPS, CSAT o similares).

  • Procesos de análisis y mejora continua.

Competencias clave:

  • Comunicación clara y persuasiva (oral y escrita).

  • Resolución de problemas y conflictos con sentido de urgencia.

  • Liderazgo y gestión de equipos.

  • Organización y planificación.

  • Autonomía con responsabilidad.

  • Capacidad de negociación y toma de decisiones bajo presión.

Condiciones del puesto

  • Área: Operaciones
  • Modalidad: Presencial / Híbrida (según políticas internas)
  • Jornada: Lunes a viernes, 9:00 a.m. a 6:00 p.m. (GMT-5)
  • Remuneración: A convenir según experiencia y mercado.

  • Duración del contrato: Indefinida (con periodo de prueba).

  • Fecha de inicio estimada: Inmediata.

Tipo de puesto: Tiempo completo

Sueldo: S/.6, S/.8,000.00 al mes

Pregunta(s) de postulación:

  • ¿Cuenta con al menos 5 años de experiencia liderando equipos en áreas de soporte, operaciones o customer success?

  • ¿Tiene experiencia directa en la gestión de SLA, KPI y reportes de satisfacción de clientes (NPS, CSAT o similares)?

  • ¿Tiene experiencia comprobada en la gestión de incidencias críticas con clientes corporativos TOP (nivel de escalamiento)?

  • ¿Ha trabajado en empresas de tecnología, fintech, SaaS o banca digital en los últimos 3 años?

  • ¿Ha liderado procesos de onboarding de clientes corporativos coordinando con distintas áreas internas y/o PSPs?

  • La posición ofrece un rango salarial de S/ 6,000 – 8,000 en planilla PYME.

    ¿Está de acuerdo con estas condiciones?

Lugar de trabajo: Empleo remoto


Required Skill Profession

Other General



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