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 Improvement**: Handle high-priority escalations and drive process enhancements through data analysis. Requires proficiency in Excel (SQL is a plus), experience with tools like Jira, and a track record of identifying and implementing operational improvements.
Top Skills:
- **Leadership of Leaders** - Ability to coach and grow team leads while fostering high performance.
- **Escalation & Issue Management** - Skilled in handling high-priority issues and ensuring smooth ticket escalation processes.
- **Data-Driven Mindset** - Comfortable analyzing trends and KPIs to drive continuous improvement.
- **English** - A B2 or upper level of English is required.
Pay: $70,000.00 - $90,000.00 per month
**Language**:
- English (preferred)
Work Location: In person

📌 Manager of Support (Hermosillo)
🏢 TechBridgeIT
📍 Hermosillo