Manager, Restaurant Tech Support

Restaurant365

Product Support Manager leading Restaurant365’s Mexico City SaaS support team. Managing support operations, escalations, coaching, metrics, and cross-functional product improvements.

Posted 8/5/2026full-timeMexico City • 🇲🇽 MexicoMid-LevelSenior💰 MX$759,996 - MX$1,140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing customer support teams, focusing on performance coaching, accountability, and continuous improvement. Proficient in analyzing support metrics and translating them into actionable strategies to enhance customer experience and operational efficiency.

Highest-signal resume keywords

Customer Support ManagementTeam LeadershipAnalytical ThinkingSaaS ExperienceTicketing Platform Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance CoachingData AnalysisSLA ManagementProcess ImprovementBasic Programming LogicUnderstanding of Web ApplicationsDefect TrackingScenario Testing

Soft Skills

Empathy Under PressureEffective CommunicationCross-Functional CollaborationSolution-Oriented Mindset

Tools & Technologies

FreshdeskZendeskReporting DashboardsExcelCollaboration Tools

Industry Keywords

B2BTechnical SupportCustomer SuccessSupport KPIsKnowledge Sharing

About the role

Key responsibilities & impact

Lead, coach, and develop a team of Support Specialists and Team Leads through 1:1s, performance feedback, and growth plans
Drive accountability and engagement aligned with support KPIs, service standards, and organizational goals
Facilitate team meetings, stand-ups, and retrospectives
Partner with Training and Enablement on onboarding and continuous upskilling
Communicate team performance, priorities, and risk areas to leadership
Own queue management, backlog health, staffing coverage, and SLA adherence
Serve as the primary escalation point for complex or sensitive customer issues
Partner with Product and Engineering to triage, prioritize, and resolve systemic customer-impacting issues
Monitor support volume and escalation trends to identify risks and gaps
Ensure consistent use of support tools, workflows, and documentation
Analyze ticket data, customer feedback, and product usage patterns
Translate support trends into actionable input for Product and Engineering
Translate product releases into support readiness plans, training, process updates, and documentation
Partner with Customer Success to maintain continuity of the customer experience
Own data integrity across support systems, dashboards, and reporting tools
Analyze CSAT, backlog, SLA attainment, resolution time, and volume trends
Implement process improvements to reduce ticket volume and improve first-contact resolution
Build a culture of knowledge sharing, documentation, peer learning, and continuous improvement
Share successful approaches with peers and leadership for standardization across teams

Requirements

What you’ll need

3+ years in customer support or customer-facing operations
1–2+ years in a people leadership or team lead role
SaaS, B2B, or technical support experience preferred
Proven experience managing high-volume support queues while maintaining SLA and quality standards
Experience coaching and developing people, setting expectations, delivering feedback, and managing performance conversations
Strong analytical thinking and ability to translate support metrics into action plans
Excellent written and verbal English communication skills
Ability to simplify complex topics for customers and internal stakeholders
Experience with ticketing platforms such as Freshdesk or Zendesk
Experience with reporting dashboards, collaboration tools, and Excel/Sheets
Calm, solution-oriented, and empathetic under pressure
Strong cross-functional collaboration with Product, Engineering, Customer Success, Training, and Operations
Basic understanding of web applications and APIs, including HTTP methods, status codes, headers, query parameters, and request/response bodies
Familiarity with FTP/SFTP, directory structures, file naming conventions, and file verification
Ability to read logs, interpret timestamps and severity levels, locate relevant entries, and recognize common error patterns
For technical or development-focused tracks: familiarity with defect tracking and scenario testing, and basic programming logic

Benefits

Comp & perks

Law Benefits
Major Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Meal Vouchers
30-day Christmas bonus
Saving Fund
Monthly Internet & Electricity Stipend
Hybrid work arrangement
In-person collaboration