Manager, Customer Support

TL;DR

Manager, Customer Support: Leading and developing a nearshore customer support team in Mexico, focusing on day-to-day performance, team alignment, and delivering outstanding customer experiences. Focus on monitoring team performance, implementing coaching plans, and collaborating with US-based leadership to ensure consistent standards and accountability.

Location: Hybrid, based in Mexico City, Mexico. Requires in-office presence potentially 5 days a week.

Company

hirify.global is a product company seeking a Customer Support Manager to lead its nearshore support team based in Mexico.

What you will do

• Lead and manage a team of Customer Support Specialists, providing coaching, development, and performance management.
• Monitor team performance, identify opportunities for improvement, and implement coaching plans or corrective actions where needed.
• Enforce company policies and procedures, ensuring consistent standards of conduct and performance across the team.
• Serve as the primary point of contact for the Mexico team, owning all operational responsibilities.
• Collaborate closely with US-based Support Managers to align on expectations, ticket quality, and response times.
• Support hiring, onboarding, and training efforts for new team members in Mexico.

Requirements

• 3+ years of experience in Customer Support or Technical Support management, preferably in a SaaS or high-growth environment.
• Prior experience working within a geographically diversified support organization.
• Fluency in both English and Spanish required.
• Experience working with US customers and businesses.
• Proven ability to manage performance, deliver feedback, and drive accountability.
• Strong organizational skills and comfort operating in a fast-paced, evolving environment.
• Experience using ticketing systems (e.g., Zendesk, Freshdesk, Salesforce) and customer service metrics.
• Ability to work in an in-office environment potentially 5 days a week in Mexico City.

Nice to have

• Experience working with or through an Employer of Record (EOR) or BPO model.
• Familiarity with B2B SaaS products or restaurant/hospitality tech.
• Passion for team culture, employee engagement, and continuous improvement.

Culture & Benefits

• Champion a strong, positive, and inclusive culture that aligns with hirify.global’s values.
• Focus on building high-performing teams that deliver outstanding customer experiences.
• Opportunity to act as a bridge between the Mexico-based team and their functional counterparts in the US.
• Work in a fast-paced, continually changing environment.