Product Expert Team Lead

As the Team Leader for our Mexico-based Product Expert team you will inspire coach and empower a high-performing group of 4 Product Experts playing a crucial role in driving product enablement and adoption in the Mexican market. You will work closely with global Product Expert leadership and collaborate with the local Head of Customer Success ensuring alignment with both global strategy and local needs. This is a fantastic opportunity to make a significant impact within a multicultural customer-focused environment.

Who are Product Experts

Product Experts are a multicultural team of currently 29 people working side by side with the Global Product Teams at Docplanner Tech and with local Operations across the globe. We come from Italy Spain Poland Germany Mexico and Brazil! As Product Experts we are passionate about our product. We work to facilitate the understanding of product communications by local Operations and to transfer our knowledge and passion within our company but thats just the tip of the iceberg!

Why should you join the Product Experts Operation 

If youre a curious person you love technology youre always open to change and ready to take risks getting your hands dirty and giving space to creativity youre one of us! Given the exceptional nature of our work we build and smooth the edges of our role day after day: we are like chameleons! You go to bed knowing that youre contributing  to making the world a better place we work with fierce passion absorbing inspiration and radiating ideas. We love what we do together: working as a Product Expert at Docplanner is fun and special! :)

Responsibilities

• Lead mentor and develop a team of 4 Product Experts fostering a culture of collaboration accountability and continuous improvement.

• Ensure the team delivers outstanding product expertise and support for the Mexican GTM teams and not only meeting established KPIs and service levels.

• Serve as the main liaison between regional operations and the Global Product Expert team ensuring alignment with global processes priorities and knowledge-sharing initiatives.

• Support the local Head of Customer Success by coordinating key activities with customer-facing teams to address product-related queries and escalate issues as needed.

• Analyze key performance metrics and proactively identify opportunities to optimize the team processes enhance customer satisfaction through product knowledge and product adoption strategies in collaboration with local stakeholders.

• Lead regular team meetings performance reviews and training sessions for ongoing professional growth.

• Make sure proactive feedback is provided to product development teams based on market trends and customer feedback from Mexico.

• Act as a trusted advisor for the Mexican Country Manager and the Head of Customer Success to develop and implement business decisions around the product.

• Champion a multicultural work environmentpromoting inclusion knowledge exchange and international best practices.

Qualifications :

• Proven experience (2 years) in a team lead supervisor or manager roleideally within Product Customer Support or Technical Support.

• Deep understanding of the Mexican market and customer expectations.

• Experience working within a matrix organization or global team is highly desirable.

• Exceptional leadership communication and interpersonal skills.

• Strong analytical and problem-solving abilities; adept at using performance data to drive results.

• Fluent in Spanish and English (oral and written).

• Bachelors degree in a related field or equivalent practical experience.

Additional Information :

• Prestaciones de Ley Superiores
• 22 das de vacaciones
• Da de cumpleaos compensatorio
• Totalpass y Descuentos con Ticketmaster
• Vales de despensa
• Seguro de gastos mdicos y seguro de vida
• Fondo de ahorro
• Plan de acciones de la compaa
• Clases de ingles con costo preferencial
• Esquema hibrido de Lunes a Viernes

Remote Work :

No

Employment Type :

Full-time