Manager of Support

Jobot; Hermosillo; Presencial; USD 50,000 - 65,000; Jornada completa

Descripción de la vacante

Jobot, a cutting-edge property rental software company, is searching for a Manager of Support – Inbound Operations in Hermosillo. This role involves leading support teams, enhancing customer experience, and managing operational efficiencies in a dynamic environment. Seeking a seasoned leader fluent in English and Spanish with a robust SaaS background to foster a customer-centric culture.

Servicios

Great Pay

Amazing Benefits

Work Life Balance

Fast Growing Organization

Formación

• 10+ years of experience in SaaS or technical product support.
• 5-7 years in leadership roles in customer support.
• Bilingual – Fluent in English and Spanish.

Responsabilidades

• Lead and develop a high-performing team of support leads.
• Oversee day-to-day support operations and manage escalations.
• Drive operational efficiency by analyzing support trends.

Conocimientos

Customer Experience

Analytical Skills

Leadership

Bilingual

Educación

Bachelor’s Degree or Equivalent Professional Experience

Herramientas

Salesforce

Zoho

Zendesk

Jira

Excel

Descripción del empleo

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Job details

This Jobot Job is hosted by Merwan Zattam

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Salary $50,000 - $65,000 per year

A Bit About Us

We are a property rental software company that was built to provide it owner's a better solution to running and managing properties in the vacation rental industry. Over the years the software has evolved greatly to encompass not only those initial innovative ideas but the ideas of many of our clients. A truly custom software that consistently added and adapted within industry until what it has become today...A software built by property managers for property managers.



Why join us?


Great Pay

Amazing Benefits

Work Life Balance

Fast Growing Organization

Job Details

Job Title Manager of Support – Inbound Operations (Bilingual – English/Spanish)

Location Hermosillo, Sonora, Mexico (Full-Time)

Overview

An established company in the vacation rental property management tech industry is seeking an experienced Manager of Support to lead its inbound support operations. Reporting directly to the Vice President of Operations, this role is responsible for managing and developing team leads across diverse support functions, including technical integrations and account support.

The ideal candidate is a seasoned leader of leaders with a strong track record of developing team leads, enhancing customer experience, and driving operational efficiency across geographically distributed teams. This role requires balancing performance management, coaching, and fostering a customer-centric culture while ensuring scalable service delivery.

Key Responsibilities

Lead, mentor, and develop a high-performing team of support leads and senior representatives.

Oversee day-to-day operations, including queue management for tickets, chat, and phone support.

Drive operational efficiency by analyzing support trends, tracking KPIs, and implementing process improvements.

Manage high-touch client support and technical issue resolution while ensuring consistent service quality.

Handle and de-escalate critical client issues and internal escalations with professionalism and poise.

Maintain and enforce proper escalation workflows, working closely with development teams and utilizing tools like Jira.

Conduct quarterly and annual performance reviews, providing feedback and managing performance improvement plans as needed.

Support documentation efforts, training initiatives, and knowledge base development.

Collaborate cross-functionally with product, engineering, and operations teams.

Manage staffing and scheduling for a support team operating 7 days a week (7 30 AM – 6 30 PM), without requiring extended hours personally.

Contribute to regional leadership, including team support across regions and cost management initiatives.

Qualifications

10+ years of experience in SaaS or technical product support, working directly with B2B customers.

5–7 years of leadership experience in customer support, call center, or SaaS environments.

2–3 years of experience managing team leads or support managers.

Strong background managing inbound customer support operations, preferably in SaaS/software.

Proven ability to manage high-priority client escalations and sensitive support issues.

Proficiency with CRM/ticketing tools (e.g., Salesforce, Zoho, Zendesk).

Strong analytical skills and experience tracking metrics and reporting trends; proficiency in Excel (SQL a plus).

Familiarity with escalation and bug tracking systems such as Jira.

Demonstrated success in coaching and developing leadership talent.

Bilingual – Fluent in both English and Spanish.

Ability to travel to the U.S. at least twice per year.

Education

Bachelor’s Degree Or Equivalent Professional Experience Required.

Interested in hearing more? Easy Apply now by clicking the "Easy Apply" button.

Jobot is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Sometimes Jobot is required to perform background checks with your authorization. Jobot will consider qualified candidates with criminal histories in a manner consistent with any applicable federal, state, or local law regarding criminal backgrounds, including but not limited to the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.

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