Manager, Customer Support

hace 2 días

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.

**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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