Manager, Restaurant Tech Support

Restaurant365; Ciudad de México; Híbrido; MXN 680.000 - 1.070.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Law Benefits

Major Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Meal Vouchers

30-day Christmas bonus

Saving Fund

Monthly Internet & Electricity Stipend

Descripción de la vacante

Restaurant365, a SaaS leader in restaurant back-office solutions, is seeking a Product Support Manager in Mexico City. You’ll own day-to-day operations, coach a team of Support Specialists and Team Leads, and partner with Product, Engineering and Customer Success to continuously improve how we serve our customers.

You’ll drive performance through data, manage queues and SLAs, and translate customer feedback into actionable input for product roadmaps.

Formación

• 3+ years in customer support or customer-facing operations, including 1–2+ years in a people leadership role.
• Proven track record managing high-volume support queues while maintaining SLA and quality standards.
• Real experience coaching and developing people: setting expectations and delivering feedback.
• Strong analytical thinking, able to translate metrics into action plans.
• Excellent written and verbal English communication; simplify complex topics for diverse audiences.
• Comfort with multiple systems: Freshdesk, Zendesk, dashboards, and Excel/Sheets.

Responsabilidades

• Lead, coach, and develop a team of Support Specialists and Team Leads with regular 1:1s and growth plans.
• Drive accountability and engagement aligned to KPIs, service standards, and goals.
• Own day-to-day queue management, backlog health, staffing, and SLA adherence.
• Escalate and resolve complex customer issues; partner with Product and Engineering on systemic problems.
• Monitor support trends to identify risks and gaps before they escalate.
• Ensure teams use the right tools, workflows, and documentation for quality and efficiency.

Conocimientos

Customer support

People leadership

SaaS

Data analysis

English communication

Cross-functional collaboration

Herramientas

Freshdesk

Zendesk

Excel/Sheets

Dashboards

Descripción del empleo

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides aunique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!

We'relooking for a Product Support Manager to lead one of our Mexico-based support teams. Thisisn'ta role for someone who wants tomanage froma distanceyou'llbe close to the work, close to your team, and close to the customer.You'llown day-to-day operations, coach your agents and teamleads, drive performance through data, and partner cross-functionally with Product, Engineering, and Customer Success to continuously improve how we serve our customers.

If you're energized by building high-performing teams, thrive in a fast-moving SaaS environment, and know how to balance operational discipline with genuinepeopleleadership this role is for you.

What You'll Own:

Team Leadership & Development

• Lead, coach, and develop a team of Support Specialists and Team Leads through consistent 1:1s, structured performance feedback, and clear growth plans.
• Drive accountability and engagement aligned to support KPIs, service standards, and R365's organizational goals.
• Facilitate team meetings, stand-ups, and retrospectives that keep the team aligned, informed, and improving.
• Partner with Training and Enablement to ensure agents are onboarded effectively and continuously upskilled as the product evolves.
• Communicate team performance, priorities, and risk areas clearly and consistentlytoleadership.

Support Operations & Escalation Management

• Own the day-to-day: queue management, backlog health, staffing coverage, and SLA adherence across your team.
• Serve as the primary escalation point for complex or sensitive customerissues youstep in when it matters most.
• Partner with Product and Engineering to triage, prioritize, and resolve systemic issues thatimpactmultiple customers.
• Monitor trends in support volume and escalations to proactivelyidentifyrisks and gaps before they become bigger problems.
• Ensure your team consistently uses the right tools, workflows, and documentation to deliver quality and efficiency at scale.

Customer & Product Alignment

• Develop a deep understanding of what drives supportdemand ticketanalysis, customer feedback, and product usage patterns.
• Advocate for the customer in cross-functional conversations, translating support trends into actionable input for Product and Engineering.
• Translate product roadmap changes and releases into clearsupportreadiness plans: training, process updates, documentation.
• Partner with Customer Success to ensure continuity in the customer experience, especially during escalations or product transitions.

Data, Performance & Continuous Improvement

• Own the integrity and accuracy of your team's data across support systems, dashboards, and reporting tools.
• Analyze keymetricsCSAT, backlog, SLA attainment, resolution time, volumetrends andturn insights into clear action.
• Identifyand implement process improvements that reduce ticket volume, improve first-contact resolution, and make your team more efficient.
• Build a culture of continuous improvement where knowledge sharing, documentation, and peer learning are thenorm.
• Sharewhat'sworking with peers and leadership so successful approaches can be standardized across teams.

What We're Looking For:

Required

• 3+ years in customer support or customerfacing operations, including 1–2+ years in a people leadership or team lead role,SaaS, B2B, or technical support preferred.
• Proventrack recordmanaging high-volume support queues whilemaintainingSLA and quality standards.
• Real experiencecoaching and developing people: setting expectations, delivering feedback, managing performance conversations.
• Strong analytical thinking,comfortable interpreting supportmetricsand translating data into action plans.
• Excellent written and verbal communication skills in English; ability to simplify complex topics for both customers and internal stakeholders.
• Comfortable operating across multiple systems and tools: ticketing platforms (e.g., Freshdesk, Zendesk), reporting dashboards, collaboration tools, and Excel/Sheets.
• Calm,solutionoriented, and empathetic underpressure,especiallywhen handling escalations and difficult customer situations.
• Strong cross-functional collaboration skills,you know how to work effectively with Product, Engineering, CS, Training, and Operations.

Basic understanding of how web applications and APIs work:

• HTTP methods (GET, POST, PUT, DELETE)
• Common status codes (2xx, 4xx, 5xx)
• Headers, query parameters, request/response bodies

Familiarity with file transfer concepts:

• FTP/SFTP basics
• Directory structures and file naming conventions
• Verifying file presence, timestamps, and file sizes

Comfort reading logs and interpreting data:

• Reading timestamps and severity levels (INFO/WARN/ERROR)
• Locating relevant log entries for a specific transaction, store, or time window
• Recognizing common error patterns: auth failures, timeouts, invalid data, parsing errors

For technical or development-focused tracks:

• Familiarity with defect tracking and scenario testing (e.g., Jira, QA workflows)
• Comfort with basic programming logic and complex troubleshooting scenarios

Compensation:

Compensation for this position is $680,000 - $1,070,000 MXN annually ($56,666 - $89,166 monthly), depending on experience.

We also offer a comprehensive benefits package designed to support your health, well-being, and work-life balance.

• Law Benefits
• Major Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Meal Vouchers
• 30-day Christmas bonus
• Saving Fund
• Monthly Internet & Electricity Stipend
• And more!

This role is hybrid, balancing flexibility with the value of in-person collaboration. Following the completion of training, employees will be assigned a work schedule based on operational needs. Required onsite days will align with that assigned schedule, ensuring appropriate team coverage while supporting collaboration, partnership, and business effectiveness.

Note:

Only resumes submitted in English will be considered!

DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.