**Manager, Product Support** - ONESOURCE Indirect Tax Determination - Mexico City**
We have an exciting opportunity at Thomson Reuters as a **Manager - Product Support**.
**About the Role**
In this opportunity as a **Manager - Product Support** you will:
- Manage a team of customer support employees.
- Coach staff to deliver excellent customer service.
- Maintain and improve key performance measures.
- Proactively manage customer issues and may act as the first level escalation for the team.
- Deliver key projects to improve customer service. Proactively contribute ideas to the Management Team.
- Recruit and select staff that will fit within the team and meet key criteria for the role.
- Ensure staff understand and are adhering to procedures.
- Work with the team to reduce the volume and time of outstanding service requests.
- Complete call assessments and coaching targets for team.
- Exchange information and share knowledge with other team members to maximize knowledge and effectiveness of the Customer Support team as a whole.
- Accept additional projects or areas of responsibility to improve performance.
**About You**
You’re a fit for the role of a **Manager - Product Support** if you have:
- Well-developed problem-solving and decision-making skills.
- Ability to communicate effectively both verbally and in writing.
- Practical understanding of performance measurement statistics and using them to drive high performance.
- Some knowledge of project management techniques.
- Understanding of customer service environments.
- Flexibility and an appreciation of a fast-moving and environment.
- People leadership/mentoring experience
- Strong customer focus.
- Ability to drive results and build talent.
**Essential Skills**:
- Minimum of 3 years of experience in a people manager role.




- Have an excellent level of English (C1 or C2 level).
- Experience in working in a Customer Support environment.
- Experience in acting as a first level escalation for the team
- Experience with ONESOURCE Indirect Tax Determination (Sabrix), Vertex or Avalara is a plus
**To apply, please upload your updated resume in English.**
**Location: CDMX**
**#LI-JA1**:
**What’s in it For You?**
Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you’ll be prepared to grow, lead, and thrive in an AI-enabled future. This includes:
- ** Industry-Leading Benefits**: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
- ** Flexibility & Work-Life Balance**: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, and hybrid model, empowering employees to achieve a better work-life balance.




- ** Career Development and Growth**: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
- ** Culture**: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our general footprint.
- ** Hybrid Work Model**: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
- ** Social Impact**:Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and

📌 Manager, Product Support (Ciudad Juárez)
🏢 Thomson Reuters
📍 Ciudad Juárez