Job Description
Title: Manager of Support
Location: Hermosillo, Sonora.
A company is seeking an experienced Manager of Support to lead inbound customer support operations in the vacation rental tech industry. The role involves managing team leads, driving operational efficiency, and ensuring high service quality. The organization provides innovative software solutions for the residential, commercial, and short-term rental property management sectors.
Key Responsibilities:
- **Team Leadership & Development**: Lead and mentor team leads and senior agents, fostering a high-performance culture. Requires 5-7 years in leadership roles, including experience managing leaders in SaaS or tech support environments.
- **Operational Management**: Oversee daily support operations (tickets, chat, phone), ensuring SLA adherence and customer satisfaction. Requires strong knowledge of CRM/ticketing tools like Zendesk or Salesforce and proven experience managing inbound teams.
- **Escalation & Process ...
Location: Hermosillo, Sonora.
A company is seeking an experienced Manager of Support to lead inbound customer support operations in the vacation rental tech industry. The role involves managing team leads, driving operational efficiency, and ensuring high service quality. The organization provides innovative software solutions for the residential, commercial, and short-term rental property management sectors.
Key Responsibilities:
- **Team Leadership & Development**: Lead and mentor team leads and senior agents, fostering a high-performance culture. Requires 5-7 years in leadership roles, including experience managing leaders in SaaS or tech support environments.
- **Operational Management**: Oversee daily support operations (tickets, chat, phone), ensuring SLA adherence and customer satisfaction. Requires strong knowledge of CRM/ticketing tools like Zendesk or Salesforce and proven experience managing inbound teams.
- **Escalation & Process ...
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