Customer Support Manager (BUSINESS INFORMATION & DIGITAL SERVICES)

IESE Business School is committed to the development of leaders who aim to have a deep, positive and lasting impact on people, firms and society through professional excellence, integrity and spirit of service. IESE attracts and develops talented professionals to run its diverse programs. IESE’s people live the school’s mission on a day-to-day basis, maintaining the institution as one of the top business schools in the world.

BIDS Areas

I. Business Intelligence. Handling all needs related to CRM and data analysis.

II. Participant Digital Journey. Looking after the unified experience of participants throughout their relationship with IESE, from the moment of enrollment through to becoming an alum.

III. Classroom Digital Experience. Handling participants’ digital experience during sessions, whether in person, hybrid or online. Audiovisual services will be included in this unit.

IV. Technology Services, this large group brings together all tech services that support school operations. At the same time, it is organized into these teams:

1. Applications. The team will handle the maintenance of applications that employees use, except for CRM and audiovisual services. This team also includes the business partners of technology-intensive areas.


2. Infrastructure. This team will handle systems, cybersecurity services and telco.


3. Projects. This team will be in charge of new technology projects that the school undertakes, once they are approved by the committee on technology priorities.


4. Customer Support: executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS.

Responsabilities in this roll

• Defines and executes standardized support improvement strategies leveraging knowledge resources concerning all areas of BIDS. Converting the actual service into a new one proactive service. Guiding de user across platforms, incidents, requests.


• Continuously improves IT support in partnership with internal staff / outsourced.


• Directs the workplace team, which is responsible for release coordination, end-user communications, reporting, optimizing licensing and entitlements, and maintaining technology roadmaps.


• Improve customer service experience, create engaged customers.


• Take ownership of customers issues and follow problems through to resolution.


• Set a clear mission and deploy strategies focused towards that mission.


• Develop service procedures, policies and standards.


• Keep accurate records and document customer service actions and discussions.


• Analyse statistics and compile accurate reports.


• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.


• Keep ahead of industry’s developments and apply best practices to areas of improvement.


• Control resources and utilise assets to achieve qualitative and quantitative targets.


• Adhere to and manage the approved budget.


• Maintain an orderly workflow according to priorities.

Requirements & Skills

• Proven working experience as a Customer Service Manager.


• Experience in providing customer service support.


• Excellent knowledge of management methods and techniques.


• Working knowledge of customer service software, databases and tools.


• Awareness of industry’s latest technology trends and applications.


• Ability to think strategically and to lead.


• Strong client-facing and communication skills.


• Advanced troubleshooting and multi-tasking skills.


• Customer service orientation.


• Proficiency in English.


• Availability to travel occasionally.