Taking applicationsTechnical Support·Posted 8d ago
Lead Platinum Support Account Manager ‑ CCaaS
SprinklrVerified company
Mexico - Remote
Pay
Not listed
Job type
Full-time · Remote
Hours
US hours
Location
Mexico
EnglishSpanishSenior level
About the role
A remote technical support account manager role for Sprinklr’s largest enterprise customers, combining CCaaS and contact-center troubleshooting with account management. It requires English and Spanish fluency and is based in Mexico, supporting US and Latin American customers during local business hours.
What you'll do
- Act as technical voice of the customer for escalations
- Monitor time to resolve and SLA adherence
- Lead regular customer case reviews
- Collaborate with account, success, and engineering teams
- Prepare reports on customer health and action plans
- Share product feature insights with customers
- Plan release readiness and resolve release issues
- Debug critical customer issues with support/engineering
What you'll need
- Fluent in English and Spanish
- CCaaS experience
- Experience deploying voice/non-voice contact-center applications
- Knowledge of voice protocols such as SIP, RTP, WebRTC
- 3+ years supporting software/services or account management
- 2+ years telecom, call-center integration, or VoIP experience
- Customer service orientation
- Bachelor's degree or equivalent experience
Skills
CCaaSContact-center platformsVoIP and SIP protocolsCTI, IVR, ACDSalesforce Service Cloud or CRMData analysisBilingual English/SpanishCustomer communication
Benefits
Paid time offHealth insuranceCareer growthMentoring program
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Applications close on 18 November.