Manager, Technical Support

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

• Manage support teams in Mexico, providing 24/7/365 support to global customers and partners
• Ensure a best-in-class customer experience through consistent responsiveness and monitoring
• Develop and maintain operational metrics for case management, knowledge sharing, and quality of escalations
• Conduct one-on-ones, career planning, and annual focal reviews
• Oversee customer escalations and communicate progress and plans to the leadership team
• Collaborate with sales, product management, engineering, and other business units
• Apply innovative thinking to drive continuous improvement in customer experience
• Manage customer escalations and communications
• Research relevant subjects to enhance knowledge and support continuous improvement

Requirements

• 8+ years of experience in a customer support role, ideally in a technical support capacity
• 0–2 years of experience in a people management position
• Bachelor’s degree in Computer Science or Engineering preferred
• Experience managing a team of over 5 direct reports in a technical support environment
• Familiarity with CRM, Knowledge Base, and ACD systems
• High level of oral and written communication skills
• Experience with escalations management and project coordination
• Strong technical and managerial abilities
• Analytical problem-solving skills
• Ability to work effectively under pressure

Core Competencies

Demonstrates expertise in managing customer support teams, ensuring high-quality service delivery and effective communication. Proficient in escalations management, operational metrics development, and fostering continuous improvement in customer experience.

Highest-signal resume keywords

• Customer Support Management
• Escalations Management
• Team Leadership
• Analytical Problem-Solving
• Communication Skills

ATS Optimization Keywords

Hard Skills

• Technical Support Experience
• Operational Metrics Development
• Project Coordination
• Case Management
• Knowledge Sharing

Soft Skills

• Innovative Thinking
• Responsiveness
• Collaboration
• Ability to Work Under Pressure

Certifications & Qualifications

• Bachelor’s Degree in Computer Science
• Bachelor’s Degree in Engineering

Industry Keywords

• Customer Experience
• Support Teams
• Global Customers
• Technical Support Environment

Tools & Technologies

• CRM Systems
• Knowledge Base Systems
• ACD Systems