Manager, Customer Support

hace 1 día

Ciudad de México, Ciudad de México Restaurant365 A tiempo completo

Restaurant365 is seeking a dynamic and experienced Customer Support Manager to lead our nearshore support team based in Mexico. This team operates under an Employer of Record (EOR) partnership, but you will serve as the direct people leader—responsible for day-to-day performance, development, communication, and alignment with our US-based Support leadership.

The ideal candidate is a strong people manager, effective communicator, and passionate about building high-performing teams that deliver outstanding customer experiences. This role acts as the bridge between the Mexico-based team and their functional counterparts in the US, ensuring clear expectations, consistency, and accountability.

How you'll add value:
  • Lead and manage a team of Customer Support Specialists, providing coaching, development, and performance management.
  • Monitor team performance, identify opportunities for improvement, and implement coaching plans or corrective action where needed.
  • Enforce company policies and procedures, ensuring consistent standards of conduct and performance across the team.
  • Serve as the primary point of contact for the Mexico team, owning all operational responsibilities.
  • Collaborate closely with US-based Support Managers to align on expectations, ticket quality, response times, and team contributions.
  • Support hiring, onboarding, and training efforts for new team members in Mexico.
  • Partner with internal stakeholders (Training, QA, etc.) to ensure team readiness and success.
  • Identify and escalate operational issues, risks, or performance concerns as appropriate.
  • Champion a strong, positive, and inclusive culture that aligns with Restaurant365's values.
What you'll need to be successful in this role:
  • 3+ years of experience in Customer Support or Technical Support management, preferably in a SaaS or high-growth environment.
  • Prior experience working within a geographically diversified support organization.
  • Exceptional communication and interpersonal skills, with fluency in both English and Spanish required.
  • Experience working with US customers and businesses
  • Proven ability to manage performance, deliver feedback, and drive accountability.
  • Strong organizational skills and comfort operating in a fast-paced, evolving environment.
  • Excellent interpersonal skills and ability to build trust with both Local and US-based team members and managers.
  • Experience using ticketing systems (e.g., Zendesk, Freshdesk, Salesforce, etc.) and customer service metrics.
  • Be a data-driven decision-maker with a strong focus on operational performance and continuous improvement.
  • An affinity for fast paced, continually changing environments
  • Industry expertise, specifically Restaurant management and/or operations or finance and accounting experience
  • Ability to work in an in-office environment potentially 5 days a week.
  • Passion for delivering exceptional customer experiences.

PREFERRED

  • Experience working with or through an Employer of Record (EOR) or BPO model.
  • Familiarity with B2B SaaS products or restaurant/hospitality tech is a plus.
  • Passion for team culture, employee engagement, and continuous improvement.

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