Manager, Customer Support
Manager, Customer Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
How youll 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 Restaurant365s values.
What youll 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.
- 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.
Required Experience:
Manager
Employment Type
Full-Time
