Product Support Lead - SaaS (Hybrid, Mexico)

Restaurant365; México; Hybrid; MXN 680.000 - 1.070.000; Vollzeit

Benefits dieser Stelle

Law Benefits

Major Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Meal Vouchers

30-day Christmas bonus

Saving Fund

Monthly Internet & Electricity Stipend

Zusammenfassung

Restaurant365 is seeking a Product Support Manager in Mexico to lead a Mexico-based support team and own day-to-day operations. You will coach agents, drive performance with data, and collaborate with Product, Engineering, and Customer Success to improve how we serve customers.

Ideal candidates have 3+ years in customer support with leadership, strong analytics, and English communication. The role is hybrid, with onsite collaboration and remote work as needed.

Qualifikationen

• 3+ years in customer support or customer-facing operations with leadership experience.
• Proven track record managing high-volume queues while maintaining SLA and quality.
• Strong coaching and performance management experience.
• Analytical mindset with ability to translate metrics into action.

Aufgaben

• Lead and develop a team of Support Specialists and Team Leads with regular feedback.
• Own day-to-day operations: queue management, backlog health, staffing, and SLA adherence.
• Escalation point for complex issues; partner with Product and Engineering to triage.
• Analyze CSAT, backlog, resolution time and drive continuous improvements.
• Align customer needs with product roadmaps and onboarding readiness.
• Promote AI workflows and judge tool usage for quality and efficiency.

Kenntnisse

Team leadership

SaaS / B2B support

Customer support analytics

English communication

Cross-functional collaboration

AI in workflow

Tools

Freshdesk

Zendesk

Excel/Sheets

Jobbeschreibung

Restaurant365 is seeking a Product Support Manager in Mexico to lead a Mexico-based support team and own day-to-day operations. You will coach agents, drive performance with data, and collaborate with Product, Engineering, and Customer Success to improve how we serve customers.

Ideal candidates have 3+ years in customer support with leadership, strong analytics, and English communication. The role is hybrid, with onsite collaboration and remote work as needed.