What You'll Own:

Team Leadership & Development

• Lead, coach, and develop a team of Support Specialists and Team Leads through consistent 1:1s, structured performance feedback, and clear growth plans.

• Drive accountability and engagement aligned to support KPIs, service standards, and R365's organizational goals.

• Facilitate team meetings, stand-ups, and retrospectives that keep the team aligned, informed, and improving.

• Partner with Training and Enablement to ensure agents are onboarded effectively and continuously upskilled as the product evolves.

• Communicate team performance, priorities, and risk areas clearly and consistently to leadership.

Support Operations & Escalation Management

• Own the day-to-day: queue management, backlog health, staffing coverage, and SLA adherence across your team.

• Serve as the primary escalation point for complex or sensitive customer issues  you step in when it matters most.

• Partner with Product and Engineering to triage, prioritize, and resolve systemic issues that impact multiple customers.

• Monitor trends in support volume and escalations to proactively identify risks and gaps before they become bigger problems.

• Ensure your team consistently uses the right tools, workflows, and documentation to deliver quality and efficiency at scale.

Customer & Product Alignment

• Develop a deep understanding of what drives support demand  ticket analysis, customer feedback, and product usage patterns.

• Advocate for the customer in cross-functional conversations, translating support trends into actionable input for Product and Engineering.

• Translate product roadmap changes and releases into clear support readiness plans: training, process updates, documentation.

• Partner with Customer Success to ensure continuity in the customer experience, especially during escalations or product transitions.

Data, Performance & Continuous Improvement

• Own the integrity and accuracy of your team's data across support systems, dashboards, and reporting tools.

• Analyze key metrics CSAT, backlog, SLA attainment, resolution time, volume trends and turn insights into clear action.

• Identify and implement process improvements that reduce ticket volume, improve first-contact resolution, and make your team more efficient.

• Build a culture of continuous improvement where knowledge sharing, documentation, and peer learning are the norm.

• Share what's working with peers and leadership so successful approaches can be standardized across teams.

What We're Looking For:

Required

• 3+ years in customer support or customer facing operations, including 1–2+ years in a people leadership or team lead role, SaaS, B2B, or technical support preferred.

• Proven track record managing high-volume support queues while maintaining SLA and quality standards.

• Real experience coaching and developing people: setting expectations, delivering feedback, managing performance conversations.

• Strong analytical thinking, comfortable interpreting support metrics and translating data into action plans.

• Excellent written and verbal communication skills in English; ability to simplify complex topics for both customers and internal stakeholders.

• Comfortable operating across multiple systems and tools: ticketing platforms (e.g., Freshdesk, Zendesk), reporting dashboards, collaboration tools, and Excel/Sheets.

• Calm, solution oriented, and empathetic under pressure,  especially when handling escalations and difficult customer situations.

• Strong cross-functional collaboration skills, you know how to work effectively with Product, Engineering, CS, Training, and Operations.

• Basic understanding of how web applications and APIs work:

• HTTP methods (GET, POST, PUT, DELETE)

• Common status codes (2xx, 4xx, 5xx)

• Headers, query parameters, request/response bodies

• Familiarity with file transfer concepts:

• FTP/SFTP basics

• Directory structures and file naming conventions

• Verifying file presence, timestamps, and file sizes

• Comfort reading logs and interpreting data:

• Reading timestamps and severity levels (INFO/WARN/ERROR)

• Locating relevant log entries for a specific transaction, store, or time window

• Recognizing common error patterns: auth failures, timeouts, invalid data, parsing errors

• For technical or development-focused tracks:

• Familiarity with defect tracking and scenario testing (e.g., Jira, QA workflows)

• Comfort with basic programming logic and complex troubleshooting scenarios

Compensation:

Compensation for this position is $680,000 - $1,070,000 MXN annually ($56,666 - $89,166 monthly), depending on experience.
We also offer a comprehensive benefits package designed to support your health, well-being, and work-life balance.
Benefit options include:
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!
This role is hybrid, balancing flexibility with the value of in-person collaboration. Following the completion of training, employees will be assigned a work schedule based on operational needs. Required onsite days will align with that assigned schedule, ensuring appropriate team coverage while supporting collaboration, partnership, and business effectiveness.

Note:

Only resumes submitted in English will be considered!