Manager Support Operations
Are you a hands-on operations leader passionate about customer experience, service excellence, and team development?
We are looking for a Manager, Support Operations LATAM to lead regional support operations across Mexico, Brazil, and other Latin American markets. This is a high-impact leadership position responsible for driving operational performance, managing support teams, improving customer satisfaction, and ensuring consistent service delivery across multiple countries.
This role offers the opportunity to influence regional strategy, partner with integral stakeholders, and lead initiatives focused on operational excellence, automation, AI-enabled support, and continuous improvement.
What You'll Do
- Lead and develop support teams across multiple LATAM countries.
- Own service delivery performance, including SLA compliance, response times, backlog management, ticket quality, and customer satisfaction.
- Manage critical customer escalations and ensure timely resolution and communication.




- Drive operational consistency across regional teams while adapting to local business needs.
- Analyze performance metrics and transform data into actionable improvement plans.
- Collaborate with Product, Engineering, Vendors, and Global Leadership teams.
- Identify opportunities to leverage automation, self-service solutions, and AI-driven support capabilities.

What We're Looking For
- 5+ years of experience within customer support, technical support, service delivery, or support operations environments.
- 2+ years of people leadership experience managing frontline support teams.
- Proven experience managing SLA-driven operations, escalations, backlog, and operational KPIs.
- Experience working with distributed, multicultural, or cross-country teams within LATAM.
- Strong analytical and problem-solving skills.
- Professional fluency in English and Spanish.
- Portuguese language skills are a significant advantage.

Preferred Experience
- Technical Supp

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