Manager, Customer Support

hace 3 semanas

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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