Manager, Restaurant Tech Support

Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too! We're looking for a Product Support Manager to lead one of our Mexico-based support teams. This isn't a role for someone who wants to manage from a distance you'll be close to the work, close to your team, and close to the customer. You'll own day-to-day operations, coach your agents and team leads, drive performance through data, and partner cross-functionally with Product, Engineering, and Customer Success to continuously improve how we serve our customers. If you're energized by building high-performing teams, thrive in a fast-moving SaaS environment, and know how to balance operational discipline with genuine people leadership this role is for you. What You'll Own: Team Leadership & Development Lead, coach, and develop a team of Support Specialists and Team Leads through consistent 1:1s, structured performance feedback, and clear growth plans. Drive accountability and engagement aligned to support KPIs, service standards, and R365's organizational goals. Facilitate team meetings, stand-ups, and retrospectives that keep the team aligned, informed, and improving. Partner with Training and Enablement to ensure agents are onboarded effectively and continuously upskilled as the product evolves. Communicate team performance, priorities, and risk areas clearly and consistently to leadership. Support Operations & Escalation Management Own the day-to-day: queue management, backlog health, staffing coverage, and SLA adherence across your team. Serve as the primary escalation point for complex or sensitive customer issues you step in when it matters most. Partner with Product and Engineering to triage, prioritize, and resolve systemic issues that impact multiple customers. Monitor trends in support volume and escalations to proactively identify risks and gaps before they become bigger problems. Ensure your team consistently uses the right tools, workflows, and documentation to deliver quality and efficiency at scale. Customer & Product Alignment Develop a deep understanding of what drives support demand ticket analysis, customer feedback, and product usage patterns. Advocate for the customer in cross-functional conversations, translating support trends into actionable input for Product and Engineering. Translate product roadmap changes and releases into clear support readiness plans: training, process updates, documentation. Partner with Customer Success to ensure continuity in the customer experience, especially during escalations or product transitions. Data, Performance & Continuous Improvement Own the integrity and accuracy of your team's data across support systems, dashboards, and reporting tools. Analyze key metrics CSAT, backlog, SLA attainment, resolution time, volume trends and turn insights into clear action. Identify and implement process improvements that reduce ticket volume, improve first-contact resolution, and make your team more efficient. Build a culture of continuous improvement where knowledge sharing, documentation, and peer learning are the norm. Share what's working with peers and leadership so successful approaches can be standardized across teams. What We're Looking For: Required 3+ years in customer support or customer facing operations, including 1–2+ years in a people leadership or team lead role, SaaS, B2B, or technical support preferred. Proven track record managing high-volume support queues while maintaining SLA and quality standards. Real experience coaching and developing people: setting expectations, delivering feedback, managing performance conversations. Strong analytical thinking, comfortable interpreting support metrics and translating data into action plans. Excellent written and verbal communication skills in English; ability to simplify complex topics for both customers and internal stakeholders. Comfortable operating across multiple systems and tools: ticketing platforms (e.g., Freshdesk, Zendesk), reporting dashboards, collaboration tools, and Excel/Sheets. Calm, solution oriented, and empathetic under pressure, especially when handling escalations and difficult customer situations. Strong cross-functional collaboration skills, you know how to work effectively with Product, Engineering, CS, Training, and Operations. Basic understanding of how web applications and APIs work: HTTP methods (GET, POST, PUT, DELETE) Common status codes (2xx, 4xx, 5xx) Headers, query parameters, request/response bodies Familiarity with file transfer concepts: FTP/SFTP basics Directory structures and file naming conventions Verifying file presence, timestamps, and file sizes Comfort reading logs and interpreting data: Reading timestamps and severity levels (INFO/WARN/ERROR) Locating relevant log entries for a specific transaction, store, or time window Recognizing common error patterns: auth failures, timeouts, invalid data, parsing errors For technical or development-focused tracks: Familiarity with defect tracking and scenario testing (e.g., Jira, QA workflows) Comfort with basic programming logic and complex troubleshooting scenarios Compensation: Compensation for this position is $680,000 - $1,070,000 MXN annually ($56,666 - $89,166 monthly), depending on experience. We also offer a comprehensive benefits package designed to support your health, well-being, and work-life balance. Benefit options include: Law Benefits Major Medical Insurance Dental Insurance Vision Insurance Life Insurance Meal Vouchers 30-day Christmas bonus Saving Fund Monthly Internet & Electricity Stipend And more! This role is hybrid, balancing flexibility with the value of in-person collaboration. Following the completion of training, employees will be assigned a work schedule based on operational needs. Required onsite days will align with that assigned schedule, ensuring appropriate team coverage while supporting collaboration, partnership, and business effectiveness. Note: Only resumes submitted in English will be considered! Internal Employees - R365 is committed to growing talent from within. If you see a role that excites you and you meet the qualifications, we encourage you to apply -regardless of your current location or work arrangement. Reach out to your People Business Partner if you have questions. DYN365, Inc d/b/a Restaurant365 is an equal opportunity employer.