Product Support Manager

📋 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.