Job Description
Restaurant365 is seeking a dynamic and experienced **Customer Support Manager** to lead our nearshore support team based in Mexico. This team operates under an Employer of Record (EOR) partnership, but you will serve as the **direct people leader**—responsible for day-to-day performance, development, communication, and alignment with our US-based Support leadership.
**How you'll add value**:
- **Lead and manage a team** of Customer Support Specialists, providing coaching, development, and performance management.
- **Monitor team performance**, identify opportunities for improvement, and implement coaching plans or corrective action where needed.
- **Enforce company policies and procedures**, ensuring consistent standards of conduct and performance across the team.
- Serve as the **primary point of contact**for the Mexico team, owning all operational responsibilities.
- Collaborate closely with **US-based Support Managers** to align on expectations, ticket quality, res...
**How you'll add value**:
- **Lead and manage a team** of Customer Support Specialists, providing coaching, development, and performance management.
- **Monitor team performance**, identify opportunities for improvement, and implement coaching plans or corrective action where needed.
- **Enforce company policies and procedures**, ensuring consistent standards of conduct and performance across the team.
- Serve as the **primary point of contact**for the Mexico team, owning all operational responsibilities.
- Collaborate closely with **US-based Support Managers** to align on expectations, ticket quality, res...
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