About the role
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. \n
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.