Job Description
📋 Description Lead one of our Mexico-based support teams in day-to-day operations. Coach agents and team leads with data-driven performance feedback and growth plans. Partner with Product, Engineering, and Customer Success to continuously improve service. Own meetings, backlog health, staffing, and SLA adherence. Escalation management and cross-functional collaboration to resolve complex issues. Communicate priorities and risks to leadership and drive process improvements. 🎯 Requirements 3+ years in customer support or customer-facing operations, with 1–2+ years in people leadership or Experience in SaaS/B2B or technical support preferred. Strong coaching, cross-functional collaboration, and change management skills. Excellent English written and verbal communication; ability to simplify complex topics. Proven track record managing high-volume queues while maintaining SLA and quality standards. Strong analytical thinking; comfortable interpreting support metrics and turning data into action. 🎁 Benefits Hybrid work arrangement with some onsite days; schedule aligned to operational needs. Comprehensive benefits package (medical, dental, vision, life, etc.) Meal vouchers, Christmas bonus, savings fund, internet/electric stipend, and more.
