Product Support Manager

Position:
Manager, Restaurant Tech Support

Company:
Restaurant365

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

Location:
Mexico City, Mexico

Employment type:
Full Time

Work Arrangement:
Hybrid

Short Summary:
Restaurant365 is a SaaS company disrupting the restaurant industry with a cloud-based platform for accounting and back-office operations. We are looking for a Product Support Manager to lead our Mexico-based support teams, focusing on team leadership, operational management, and customer alignment.

Responsibilities:
- Lead, coach, and develop a team of Support Specialists and Team Leads.
- Drive accountability and engagement aligned to support KPIs and service standards.
- Own day-to-day operations including queue management and SLA adherence.
- Serve as the primary escalation point for complex customer issues.
- Develop a deep understanding of support demand and advocate for customers.
- Analyze key metrics and implement process improvements for efficiency.

Requirement:
- 3+ years in customer support or customer-facing operations, including 1–2+ years in a leadership role.
- Proven track record managing high-volume support queues.
- Strong analytical thinking and excellent communication skills in English.
- Familiarity with ticketing platforms and basic understanding of web applications and APIs.
- Experience in coaching and developing people.

Benefits:
- 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!