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.
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.
Facilitate team meetings, stand-ups, and retrospectives that keep the team aligned, informed, and improving.
Support Operations & Escalation Management
Own the day-to-day: queue management, backlog health, staffing coverage, and SLA adherence across your team.
Customer & Product Alignment
Data, Performance & Continuous Improvement
Analyze key metrics CSAT, backlog, SLA attainment, resolution time, volume trends and turn insights into clear action.
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.
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.
Compensation for this position is $759,996 - $1,140,000 MXN annually ($63,333 - $95,000 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.
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
