Customer Support Manager • Lead

Who you are

You have a strong background in customer support management, with experience leading teams to deliver exceptional service. Your communication skills are top-notch, allowing you to effectively bridge the gap between teams in Mexico and the US. You are passionate about developing high-performing teams and fostering a culture of accountability and excellence. You understand the importance of clear expectations and consistency in delivering customer support. Your leadership style is collaborative, and you thrive in environments where you can mentor and guide your team members to achieve their best.

Desirable

Experience in a nearshore support environment is a plus, as is familiarity with Employer of Record (EOR) partnerships. You have a track record of building strong relationships with cross-functional teams and ensuring alignment on goals and objectives. You are adaptable and can navigate the challenges of managing a remote team while maintaining high standards of service.

What you'll do

In this role, you will lead the customer support team based in Mexico, overseeing day-to-day operations and ensuring that performance metrics are met. You will be responsible for developing your team members, providing them with the tools and resources they need to succeed. You will act as the primary point of contact between the Mexico-based team and US leadership, ensuring that communication is clear and effective. You will implement best practices in customer support, driving initiatives that enhance the customer experience and improve team efficiency. Your role will involve regular performance reviews, coaching sessions, and team meetings to foster a culture of continuous improvement.

You will also be tasked with aligning team goals with the broader objectives of the company, ensuring that your team contributes to the overall success of Restaurant365. You will monitor customer feedback and support metrics, using this data to inform your team's strategies and initiatives. Collaboration with other departments will be key, as you work to ensure that customer support is integrated into the company's overall operations and strategy.

What we offer

Restaurant365 offers a supportive work environment where you can grow your career in customer support management. You will have the opportunity to make a significant impact on the team's performance and the customer experience. We value our employees and provide opportunities for professional development and advancement. Join us in our mission to deliver outstanding service to our customers and be part of a team that is dedicated to excellence.