Team Manager of Customer Support (Onsite in Guadalajara, Mexico)

Guadalajara - Mexico

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

TeamViewer provides a leading Digital Workplace platform that connects people with technologyenabling improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.

We believe that our diverse teams and strong company culture are key to the success of our products and technologies that hundreds of millions of users around the world and around 645000 customers across all industries rely on. With more than 1900 employees worldwide we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact

As the Customer Support Manager for the Americas region you will be responsible for ensuring the highest level of customer satisfaction by managing our support team and implementing effective support strategies. You will collaborate closely with cross-functional teams to address customer inquiries resolve issues and drive continuous improvement initiatives.

In this role you will oversee the daily operations of the customer support department across the Americas ensuring consistent service delivery and adherence to company standards. You will set clear performance goals for the team monitor key customer service metrics and proactively communicate with customers to understand their needs and expectations. Additionally you will be responsible for managing escalated cases analyzing customer feedback and identifying opportunities for process and product improvements.

The position requires strong leadership skills to foster a positive team environment and to inspire team members to achieve their full potential. You will partner with Product Sales and Engineering teams to provide valuable insights from customer interactions and ensure a seamless customer experience. The role also involves developing and maintaining support documentation participating in hiring and onboarding of new team members and ensuring compliance with all organizational policies and industry regulations.

Lead mentor and develop a team of customer support representatives to deliver outstanding service.

Provide coaching training and performance feedback to support team members.

Oversee the scheduling and workload allocation to ensure coverage across multiple time zones in the Americas.

Monitor and report on team performance using data-driven metrics such as response times resolution rates and customer satisfaction scores.

Handle complex or escalated customer issues directly and serve as a point of contact for major client concerns.

Collaborate with other regional support managers to share best practices and standardize support processes.

Identify and implement new technologies or tools to improve support efficiency and customer experience.

Maintain up-to-date knowledge of company products services and industry trends to better assist customers and enable team learning.

Qualifications:

Degree in Business Information Technology Applied Computer Science Economics or a comparable education in the IT field with relevant experience.

Proven experience (typically 5 years) in customer support or service management with at least 2 years in a supervisory or leadership role.

Strong interpersonal and communication skills with the ability to interact effectively with customers and internal teams from diverse backgrounds.

Demonstrated ability to analyze data and use insights to improve team performance and customer satisfaction.

Familiarity with customer support software (such as FreshDesk Genesys Salesforce Service Cloud or similar platforms) and proficiency with productivity tools.

Ability to handle multiple priorities in a fast-paced environment and adapt to changing business needs.

Fluency in English required; additional language skills (e.g. Spanish or Portuguese) are a plus for supporting customers across the Americas.

What we offer:

Please note this is an IN-OFFICE position: Av Adolfo Lopez Mateos 2405 Col. Providencia.

Work Location is Guadalajara Mexico

Grab the opportunity to provide active input on a fast-growing company and TeamViewer product downloaded and used thousands of times every day all around the world.
Its all about the team: become part of a community that values respect support and open feedback.
Our teams collaborate and work with each other towards a common goal.
We truly live and celebrate our cultural diversity: our colleagues come from more than 70 countries and speak more than 40 languages.
Its all about the team: become part of a community that values respect support and open feedback
Enjoy an attractive workplace with modern equipment within a dynamic company that enjoys continuous healthy growth
Benefit from learning opportunities internal & external
Health Benefits:major medical expenses services / Life insurance
Food Vouchers
Parking at the Midtown Plaza
Quarterly team building events and companywide All Hands meetings
Snacks and soft drinks/ Occasionally free lunches.
Open door policy and casual dress code.
We celebrate diversity as one of our core values. Join c-a-r-e and lead change initiatives together with us!

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse values-driven culture makes us stronger. As we continue to grow as a company we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender civil or family status sexual orientation religion age disability education level or race.

As the Customer Support Manager for the Americas region you will be responsible for ensuring the highest level of customer satisfaction by managing our support team and implementing effective support strategies. You will collaborate closely with cross-functional teams to address customer inquiries resolve issues and drive continuous improvement initiatives.

Lead mentor and develop a team of customer support representatives to deliver outstanding service.

Provide coaching training and performance feedback to support team members.

Oversee the scheduling and workload allocation to ensure coverage across multiple time zones in the Americas.

Monitor and report on team performance using data-driven metrics such as response times resolution rates and customer satisfaction scores.

Handle complex or escalated customer issues directly and serve as a point of contact for major client concerns.

Collaborate with other regional support managers to share best practices and standardize support processes.

Identify and implement new technologies or tools to improve support efficiency and customer experience.

Maintain up-to-date knowledge of company products services and industry trends to better assist customers and enable team learning.

Qualifications:

Degree in Business Information Technology Applied Computer Science Economics or a comparable education in the IT field with relevant experience.

Proven experience (typically 5 years) in customer support or service management with at least 2 years in a supervisory or leadership role.

Strong interpersonal and communication skills with the ability to interact effectively with customers and internal teams from diverse backgrounds.

Demonstrated ability to analyze data and use insights to improve team performance and customer satisfaction.

Familiarity with customer support software (such as FreshDesk Genesys Salesforce Service Cloud or similar platforms) and proficiency with productivity tools.

Ability to handle multiple priorities in a fast-paced environment and adapt to changing business needs.

Fluency in English required; additional language skills (e.g. Spanish or Portuguese) are a plus for supporting customers across the Americas.

What we offer:

Please note this is an IN-OFFICE position: Av Adolfo Lopez Mateos 2405 Col. Providencia.

Work Location is Guadalajara Mexico

Grab the opportunity to provide active input on a fast-growing company and TeamViewer product downloaded and used thousands of times every day all around the world.
Its all about the team: become part of a community that values respect support and open feedback.
Our teams collaborate and work with each other towards a common goal.
We truly live and celebrate our cultural diversity: our colleagues come from more than 70 countries and speak more than 40 languages.
Its all about the team: become part of a community that values respect support and open feedback
Enjoy an attractive workplace with modern equipment within a dynamic company that enjoys continuous healthy growth
Benefit from learning opportunities internal & external
Health Benefits:major medical expenses services / Life insurance
Food Vouchers
Parking at the Midtown Plaza
Quarterly team building events and companywide All Hands meetings
Snacks and soft drinks/ Occasionally free lunches.
Open door policy and casual dress code.
We celebrate diversity as one of our core values. Join c-a-r-e and lead change initiatives together with us!