Global 24/7 Technical Support Manager

Jobtailor; Mexico; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Jobtailor is seeking an experienced Customer Support Lead in Mexico City to manage a growing team delivering 24/7 global support. You will shape the support strategy, ensure best-in-class service, and partner with sales, product, engineering, and other units to improve the customer experience.

The role requires 8+ years in customer support, 0–2 years in people management, and a Bachelor's degree in Computer Science or Engineering.

Qualifications

• 8+ years in customer support, preferably technical.
• 0–2 years in people management
• Experience managing 5+ direct reports in a technical support environment

Responsibilities

• Manage support teams in Mexico delivering 24/7/365 global coverage.
• Oversee escalations and communicate progress to leadership.
• Develop metrics for case management, knowledge sharing, and escalation quality.
• Collaborate with sales, product management, engineering, and other units.
• Conduct one-on-ones, career planning, and focal reviews.
• Drive continuous improvement in customer experience.

Skills

Customer Support Management

Team Leadership

Analytical Problem-Solving

Communication Skills

Escalations Management

Project Coordination

Education

Bachelor’s Degree in Computer Science

Bachelor’s Degree in Engineering

Tools

CRM Systems

Knowledge Base Systems

ACD Systems

Job description

Jobtailor is seeking an experienced Customer Support Lead in Mexico City to manage a growing team delivering 24/7 global support. You will shape the support strategy, ensure best-in-class service, and partner with sales, product, engineering, and other units to improve the customer experience.

The role requires 8+ years in customer support, 0–2 years in people management, and a Bachelor's degree in Computer Science or Engineering.