Manager of Support

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Title : Manager of Support

Location : Hermosillo, Sonora.

Target Start Date : -

Type : (C, CTH, D) : C

Pay Rate / Salary (Ranges OK) : 60K monthly gross

A company is seeking an experienced Manager of Support to lead inbound customer support operations in the vacation rental tech industry. The role involves managing team leads, driving operational efficiency, and ensuring high service quality. The organization provides innovative software solutions for the residential, commercial, and short-term rental property management sectors.

Key Responsibilities :

Team Leadership & Development : Lead and mentor team leads and senior agents, fostering a high-performance culture. Requires 5-7 years in leadership roles, including experience managing leaders in SaaS or tech support environments.

Operational Management : Oversee daily support operations (tickets, chat, phone), ensuring SLA adherence and customer satisfaction. Requires strong knowledge of CRM / ticketing tools like Zendesk or Salesforce and proven experience managing inbound teams.

Escalation & Process Improvement : Handle high-priority escalations and drive process enhancements through data analysis. Requires proficiency in Excel (SQL is a plus), experience with tools like Jira, and a track record of identifying and implementing operational improvements.

Top Skills :

Leadership of Leaders - Ability to coach and grow team leads while fostering high performance.

Escalation & Issue Management - Skilled in handling high-priority issues and ensuring smooth ticket escalation processes.

Data-Driven Mindset - Comfortable analyzing trends and KPIs to drive continuous improvement.

Welcome to ConsultNet and the family of companies, Tekne, SaltClick, TechBridge, and OmniMedia. As a premier national provider of technology talent and solutions, our expertise spans across project services, contract-to-hire, direct placement, and managed services both onshore and nearshore.

Celebrating more than 25 years of partnership with a diverse client base, we've crafted rewarding opportunities for our consultants, fostering high-performing teams that deliver impactful results.

Over the last few years, thousands of consultants have found their calling with us in roles that have made a meaningful impact on their lives, enhanced their careers, challenged them, and propelled them towards achieving their personal and professional goals. At the ConsultNet family of companies, we believe effective communication is crucial in aligning the right job with your unique skills and professional aspirations. To us, it's all about the personal approach we take and the values we uphold.

Our comprehensive service offerings cover a wide range of technology positions across key markets nationwide. Client more at www.consultnet.com.

We champion equality and inclusivity, proudly supporting an Equal Opportunity Employer policy. We welcome applicants regardless of Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other status protected by law.

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• Seniority levelMid-Senior level

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