Technical Support Team Manager

RELEX Solutions; Santiago de Querétaro; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a dynamic Technical Support Team Manager to lead their new operations in Mexico. This role offers a unique opportunity to build and shape a customer-focused team dedicated to delivering exceptional support across the Americas. You will coach and mentor team members, oversee daily operations, and collaborate with global teams to enhance processes. With a commitment to diversity and inclusion, this company provides genuine flexibility and growth opportunities, making it an exciting place to advance your career while making a tangible impact. Join this innovative firm and help shape the future of customer support!

Formación

• Proven experience leading a support or technical operations team.
• Excellent communication skills in English and Spanish, both verbal and written.

Responsabilidades

• Build and lead a new Technical Support team focused on delivering high-quality customer service.
• Oversee day-to-day operations and ensure alignment with global Support processes.

Conocimientos

Leadership

Customer Service

Communication Skills

Problem-Solving

Organizational Skills

Herramientas

ITIL

Descripción del empleo

We’re RELEX Solutions, a fast-growing and market-leading company, helping retailers and manufacturers optimize their supply chain and retail planning with smart, data-driven technology. Our platform helps reduce waste, increase product availability, and drive more sustainable business practices.

As part of our continued growth in the Americas, we’re opening a new Support site in Mexico - and we’re looking for a Technical Support Team Managerto build and scale our Mexico-based support operations. This role offers a unique opportunity to shape a new team and contribute to delivering exceptional support for customers across North, Central, and South America.

At RELEX, the Support team is the first point of contact for knowledgeable, customer-focused assistance across our products. As the Support Team Lead, you will oversee the daily operations of the team, manage and develop a group of Support Specialists, and work closely with other global Support Leads to continuously improve our processes and ways of working.

What you’ll be doing:

• Build and lead a new Technical Support team in Mexico, focused on delivering high-quality customer service
• Coach, mentor, and support your team in meeting service levels and other goals
• Oversee day-to-day operations and ensure alignment with RELEX’s global Support processes
• Remove obstacles and manage dependencies impacting the team's work
• Work closely with Support leads and cross-functional teams across different regions
• Develop the Technical Support teams to be customer-focused and resolution-oriented
• Serve as an escalation point and support customers directly when needed
• Monitor and report on team performance, identifying areas for improvement
• Help attract and retain great talent while fostering a collaborative team culture

What we're looking for:

• Proven experience leading a support or technical operations team
• Excellent communication skills inEnglish and Spanish, both verbal and written
• A hands-on, customer-focused approach to problem-solving
• Ability to lead through change, motivate others, and create structure in a growing environment
• Strong organizational skills and a proactive mindset
• Experience onboarding and developing team members in a fast-paced setting

What we consider an advantage:

• 2-4 years in a similar leadership role
• Familiarity withITIL or similar frameworks
• Portuguese language skills
• Experience working across time zones or in a global organization

Why join us? At RELEX, we celebrate diversity and are committed to creating an inclusive environment for everyone. You’ll enjoy genuine flexibility, opportunities for growth, and the chance to make a tangible impact on the world and your career. As the Support Team Lead in Mexico, you’ll play a key role in shaping our Support operations in the region, working alongside a global team to deliver measurable value to our customers across the Americas. Join us and be curious. Be RELEX – apply today.