Manager of Customer Support

Inhabit®; Hermosillo; Presencial; MXN 40,000 - 80,000; Jornada completa

Descripción de la vacante

Join a forward-thinking company as a Manager of Support, where you will lead a dynamic team to deliver exceptional customer service in a fast-paced environment. This role involves overseeing support operations, mentoring team leads, and utilizing metrics to drive performance. You'll play a crucial role in fostering a culture of accountability and collaboration while ensuring your team thrives. With a focus on operational efficiency and team development, this position offers the chance to make a significant impact in a tech-forward organization that values innovation and excellence.

Formación

• 5+ years managing customer-facing support teams in a high-volume environment.
• Strong understanding of support performance metrics and KPIs.
• Bilingual in English and Spanish, with excellent coaching skills.

Responsabilidades

• Oversee daily support operations and manage multiple queues effectively.
• Analyze ticket trends and optimize team performance metrics.
• Mentor team leads and drive documentation processes for self-sufficiency.

Conocimientos

Customer Support Management

Coaching and Mentorship

Performance Metrics Analysis

SaaS Experience

Bilingual (English and Spanish)

CRM Software Proficiency

Trend Identification

Educación

Bachelor’s Degree

Herramientas

Salesforce

Zendesk

Zoho

Excel

SQL

Descripción del empleo

Description

About Inhabit

Inhabit operates a unique collective of tech-forward companies serving the residential, commercial, and short-term rental industries. Our team members deliver best-in-class software solutions and services while fostering innovation and collaboration with business leaders and industry experts. Inhabit believes that property managers are central to the success of the residential and short-term rental markets and delivers products built to empower them, their investors, and communities. Come help build the company you want to Inhabit.

Job Description Summary

We are seeking an experienced and highly operational Manager of Support to lead day-to-day support delivery in a fast-paced, customer-facing environment. This role will oversee multiple support queues and develop the performance, processes, and people that drive exceptional service for our clients.

Reporting to the VP of Operations, you’ll work closely with two established team leads to ensure our support team operates at scale—proactively managing queues, balancing workloads, identifying trends, and coaching reps to success. You’ll also be instrumental in mentoring and growing our team leads into future leaders, ensuring they have the structure and support needed to thrive.

The ideal candidate has managed high-volume, ticket-based customer support teams (preferably in SaaS or tech-enabled services), understands how to lead through metrics, and is passionate about operational efficiency and team development.

The position is based in Hermosillo, Sonora, Mexico with oversight of both Mexico-based and U.S.-based employees, requiring strong cross-regional leadership.

Responsibilities

What You’ll Do (Functions & Responsibilities)

• Own day-to-day support operations across multiple queues, ensuring workload balance, SLA adherence, and proactive resource allocation
• Monitor and manage queue performance—analyzing trends, backlogs, ticket aging, and rep throughput to optimize team efficiency
• Partner closely with two experienced team leads—removing blockers, mentoring them as developing leaders, and ensuring consistent team coaching and accountability
• Use metrics (e.g., response time, CSAT, ticket aging) to manage team performance and provide actionable insights
• Identify ticket trends, report emerging issues, and coordinate with cross-functional teams on incidents and outages
• Build and refine scheduling and staffing plans for a team working 7 days/week; lead conversations around staffing needs based on volume and performance
• Conduct regular coaching sessions with team leads and assist in performance reviews, training strategies, and rep development
• Drive documentation and knowledge-sharing processes to increase team self-sufficiency and reduce repeat issues
• Support cross-regional team coordination and foster a culture of accountability, collaboration, and customer focus
  
  
  

Qualifications

What We’re Looking For (Minimum qualifications)

• 5+ years of experience managing customer-facing support teams in a high-volume, ticket-based environment (preferably SaaS or B2B software)
• 2–3+ years of experience managing team leads or supervisors, with a track record of coaching and developing leadership talent
• Strong understanding of support performance metrics and KPIs, including SLA, CSAT, backlog aging, and team throughput
• Proven experience with support queue management, workload balancing, and escalations
• Excellent coaching and mentorship skills—able to guide others while building scalable team processes
• Comfortable using CRM and support platforms (e.g., Salesforce, Zendesk, Zoho)
• Skilled in trend identification and communicating root causes or outage risks cross-functionally
• Experience making staffing recommendations and supporting headcount planning
• Proficiency in Excel required; SQL or reporting tool experience a plus
• Bilingual—Fluent in English and Spanish.
• Ability to travel to the U.S. at least twice per year.
  
  
  

Education Requirements

• Bachelor’s degree or comparable experience
  
  
  

Type

• Full time
  
  
  

Location

• Hermosillo, Sonora, Mexico
  
  
  

Our Company is an Equal Opportunity Employer and complies with all federal, state, and local laws, including providing reasonable accommodations to applicants.

#Inhabithiresmx