We are **SOKSO**, a leading company in the marketing of footwear, clothing, and accessories through catalogs, and we want you to become part of our team as a **Customer Service Leader** at our **Lince** location. We are looking for an empathetic, analytical person with a passion for service who enjoys leading teams and creating exceptional experiences for our customers. **Requirements:** * Graduate or university degree in **Business Administration, Marketing, Communications, or related fields**. * Minimum of **1 year** of experience leading customer service, commercial support, or call center departments. * Knowledge of **omnichannel customer support tools** (WhatsApp Business, social media, email, CRM). * Understanding of **Customer Experience (CX)** or **Customer Success** fundamentals. * Basic knowledge of service metrics (NPS, CSAT, response times). * Desired experience in **direct sales companies, e-commerce, or B2B distribution**. * Skills in **conflict resolution, leadership, and complaint management**. **Main Responsibilities:** * Supervise omnichannel post-sales service, ensuring efficient response times and empathetic customer support. * Coordinate and guide the customer service team, guaranteeing quality and adherence to protocols. * Monitor and analyze service indicators to identify improvement opportunities. * Handle escalated cases or sensitive situations with effective decision-making and a focus on customer satisfaction. * Coordinate cross-departmental actions that enhance the end-user experience. * Design and implement post-service surveys, generating alerts for continuous improvement. * Train the team on protocols, communication, and digital tools. * Collaborate in the integration and automation of support systems (HubSpot, WhatsApp API, CRM). **We Offer:** * Competitive market salary. * Opportunity to lead a team committed to customer experience. * Corporate discounts and internal benefits. * Working hours: **Monday to Saturday from 8:00 a.m. to 5:00 p.m.** * Work mode: **On-site – Lince**. If you enjoy supporting, solving problems, and creating experiences that make a difference, this opportunity is for you. **Join SOKSO and lead the service that puts the customer at the center of everything.** \* In line with our principles of inclusion and equal opportunity, this recruitment encourages applications from people with disabilities. Job type: Full-time Salary: S/.2,000\.00 \- S/.2,500\.00 per month Application questions: * Do you have your certificate of completed technical or university studies in Business Administration, Marketing, Communications, or related fields? * Are you available to work Monday to Saturday from 8:00 a.m. to 5:00 p.m. at our Lince office? * Which district do you currently live in? * Do you have experience using omnichannel support tools (WhatsApp Business, social media, email, CRM, or other platforms)? * Please state your monthly salary expectation * Provide your current phone number and email address * What is your age? Work location: On-site job