We're looking for a Product Support Manager to lead one of our Mexico-based support teams. This isn't a role for someone who wants to manage from a distance you'll be close to the work, close to your team, and close to the customer. You'll own day-to-day operations, coach your agents and team leads, drive performance through data, and partner cross-functionally with Product, Engineering, and Customer Success to continuously improve how we serve our customers.
If you're energized by building high-performing teams, thrive in a fast-moving SaaS environment, and know how to balance operational discipline with genuine people leadership this role is for you.
What You'll Own:
Team Leadership & Development
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Lead, coach, and develop a team of Support Specialists and Team Leads through consistent 1:1s, structured performance feedback, and clear growth plans.
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Drive accountability and engagement aligned to support KPIs, service standards, and R365's organizational goals.
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Facilitate team meetings, stand-ups, and retrospectives that keep the team aligned, informed, and improving.
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Partner with Training and Enablement to ensure agents are onboarded effectively and continuously upskilled as the product evolves.
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Communicate team performance, priorities, and risk areas clearly and consistently to leadership.
Support Operations & Escalation Management
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Own the day-to-day: queue management, backlog health, staffing coverage, and SLA adherence across your team.
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Serve as the primary escalation point for complex or sensitive customer issues you step in when it matters most.
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Partner with Product and Engineering to triage, prioritize, and resolve systemic issues that impact multiple customers.
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Monitor trends in support volume and escalations to proactively identify risks and gaps before they become bigger problems.
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Ensure your team consistently uses the right tools, workflows, and documentation to deliver quality and efficiency at scale.
Customer & Product Alignment
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Develop a deep understanding of what drives support demand ticket analysis, customer feedback, and product usage patterns.
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Advocate for the customer in cross-functional conversations, translating support trends into actionable input for Product and Engineering.
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Translate product roadmap changes and releases into clear support readiness plans: training, process updates, documentation.
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Partner with Customer Success to ensure continuity in the customer experience, especially during escalations or product transitions.
Data, Performance & Continuous Improvement
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Own the integrity and accuracy of your team's data across support systems, dashboards, and reporting tools.
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Analyze key metrics CSAT, backlog, SLA attainment, resolution time, volume trends and turn insights into clear action.
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Identify and implement process improvements that reduce ticket volume, improve first-contact resolution, and make your team more efficient.
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Build a culture of continuous improvement where knowledge sharing, documentation, and peer learning are the norm.
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Share what's working with peers and leadership so successful approaches can be standardized across teams.
What We're Looking For:
Required
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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.
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Proven track record managing high-volume support queues while maintaining SLA and quality standards.
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Real experience coaching and developing people: setting expectations, delivering feedback, managing performance conversations.
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Strong analytical thinking, comfortable interpreting support metrics and translating data into action plans.
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Excellent written and verbal communication skills in English; ability to simplify complex topics for both customers and internal stakeholders.
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Comfortable operating across multiple systems and tools: ticketing platforms (e.g., Freshdesk, Zendesk), reporting dashboards, collaboration tools, and Excel/Sheets.
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Calm, solution oriented, and empathetic under pressure, especially when handling escalations and difficult customer situations.
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Strong cross-functional collaboration skills, you know how to work effectively with Product, Engineering, CS, Training, and Operations.
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Basic understanding of how web applications and APIs work:
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HTTP methods (GET, POST, PUT, DELETE)
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Common status codes (2xx, 4xx, 5xx)
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Headers, query parameters, request/response bodies
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Familiarity with file transfer concepts:
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FTP/SFTP basics
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Directory structures and file naming conventions
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Verifying file presence, timestamps, and file sizes
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Comfort reading logs and interpreting data:
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Reading timestamps and severity levels (INFO/WARN/ERROR)
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Locating relevant log entries for a specific transaction, store, or time window
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Recognizing common error patterns: auth failures, timeouts, invalid data, parsing errors
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For technical or development-focused tracks:
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Familiarity with defect tracking and scenario testing (e.g., Jira, QA workflows)
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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:
Note:
Only resumes submitted in English will be considered!
Internal Employees - R365 is committed to growing talent from within. If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions.DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.