Manager, Restaurant Tech Support

TL;DR

Manager, Restaurant Tech Support (SaaS/customer support): Leading a Mexico-based restaurant technology support team with an accent on people development, queue operations, escalations, and data-driven performance management. Focus on improving SLA attainment, first-contact resolution, technical troubleshooting, and cross-functional support readiness across Product, Engineering, and Customer Success.

Location: Mexico City, hybrid. Required onsite days will follow the assigned schedule after training to support operational coverage and collaboration.

Company

hirify.global provides SaaS technology for restaurant businesses and operates customer support teams serving its product users.

What you will do

• Lead, coach, and develop Support Specialists and Team Leads through regular 1:1s, feedback, and growth plans.
• Manage support queues, backlog health, staffing coverage, service levels, and escalations.
• Partner with Product, Engineering, Customer Success, Training, and Operations to resolve systemic issues and improve customer experience.
• Analyze CSAT, SLA attainment, resolution time, ticket volume, and escalation trends to drive action plans.
• Translate product releases into support training, process updates, documentation, and readiness plans.
• Implement continuous improvement initiatives that increase efficiency and reduce ticket volume.

Requirements

• 3+ years of customer support or customer-facing operations experience, including 1–2+ years in people leadership or team lead roles.
• Experience managing high-volume support queues while maintaining SLA and quality standards.
• Strong coaching, performance management, analytical, communication, and cross-functional collaboration skills.
• Excellent written and verbal English communication skills required; resumes must be submitted in English.
• Experience with ticketing platforms, reporting dashboards, collaboration tools, and Excel or Sheets.
• Understanding of web applications and APIs, FTP/SFTP, logs, defect tracking, scenario testing, and basic programming logic.

Culture & Benefits

• Hybrid work combining flexibility with in-person collaboration and operational team coverage.
• Major medical, dental, vision, and life insurance.
• Meal vouchers, a 30-day Christmas bonus, and a saving fund.
• Monthly internet and electricity stipend.
• Structured onboarding, continuous upskilling, knowledge sharing, and peer learning.