Restaurant365 is transforming how restaurants run their businesses. Today, we help more than 50,000 restaurant locations manage their finances, operations, and people. As AI changes what's possible, we're reimagining how restaurant back offices operate—automating routine work, helping teams make better decisions, and giving restaurant leaders more time to focus on growing their businesses.
We're transforming how we work, too. AI is changing how we build products, solve problems, and deliver results for our customers. We're embracing new ways of working, moving faster, and creating opportunities for our people to make a greater impact.
At Restaurant365, our culture is built on ownership, collaboration, and continuous improvement. We believe in challenging ourselves, learning every day, and working together to achieve great results. We're looking for people who are curious, take initiative, and want to grow while helping shape the future of an industry.
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
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Lead, coach, and develop a team of Support Specialists and Team Leads through consistent 1:1s, structured performance feedback, and clear growth plans.
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Facilitate team meetings, stand-ups, and retrospectives that keep the team aligned, informed, and improving.
Support Operations & Escalation Management
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Own the day-to-day: queue management, backlog health, staffing coverage, and SLA adherence across your team.
Customer & Product Alignment
Data, Performance & Continuous Improvement
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Analyze key metrics CSAT, backlog, SLA attainment, resolution time, volume trends and turn insights into clear action.
What We're Looking For:
Required
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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.
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Comfortable operating across multiple systems and tools: ticketing platforms (e.g., Freshdesk, Zendesk), reporting dashboards, collaboration tools, and Excel/Sheets.
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Calm, solution oriented, and empathetic under pressure, especially when handling escalations and difficult customer situations.
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Strong cross-functional collaboration skills, you know how to work effectively with Product, Engineering, CS, Training, and Operations.
- Eagerness to use AI in your daily work and to bring your team along, backed by hands-on experience, a good sense of what generative AI can and can't do, and the judgment to verify its outputs. A track record of building AI skills in others and making AI part of how a team gets work done.
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.
