Customer Support Supervisor (Hybrid, Mexico City)

About the RoleAs a Tier 2 Customer Support Supervisor, you'll lead a specialized team that handles escalated, technical, and complex customer cases.

You'll help drive high-quality case resolution, foster collaboration with engineering and account management teams, and coach your team to be problem solvers, advocates, and technical communicators.

Your role is essential to ensuring both our customers and internal partners feel supported, heard, and helped.In This Role, You WillLead and Develop a High-Performing TeamBuild and mentor a team of Tier 2 Support RepresentativesFoster a culture of curiosity, accountability, and ownershipProvide regular coaching, feedback, and performance evaluationsIdentify growth opportunities and support career developmentOwn Escalated Case Handling & Operational ExcellenceOversee technical and high-priority customer issues escalated from Tier 1Ensure the team meets case SLA, quality, and compliance expectationsSupport in the crafting of Jira tickets, helping advocate for product improvementsPartner with Engineering, Product, and Account Management for issue resolutionDrive Cross-Functional CollaborationServe as the point of contact for complex cross-functional issuesCommunicate clearly with both technical and non-technical stakeholdersSet timelines and expectations internally and externallyChampion process improvements across teams and workflowsCoach for Quality, Consistency & ComplianceMonitor and audit case notes for completeness and clarityUphold OpenTable's standards for professionalism and hospitalitySupport adherence to policies for scheduling, breaks, and attendanceFoster a Culture of Learning and Technical GrowthParticipate in and contribute to training programs for both Tier 1 and Tier 2Encourage continuous learning and upskilling among your teamStay informed on product updates and operational changesAbout YouYou lead by example - calm under pressure, curious by nature, and passionate about solving problemsYou balance technical thinking with clear, empathetic communicationYou thrive in ambiguity and help others do the sameYou love developing people and take pride in building strong teamsQualificationsRequired : 2+ years of supervisory or people leadership experience, preferably in a contact center or technical support environmentProven experience managing performance, driving results, and coaching for developmentStrong analytical and troubleshooting skillsAbility to translate technical concepts into simple, clear languageFamiliarity with support systems like Salesforce, Jira, Slack, or similar toolsNice to Have : Understanding of network basics, APIs, and system integrationsExperience with cross-functional collaboration (Product, Engineering, AMs)Hospitality or restaurant tech experienceBenefits and PerksWork from (almost) anywhere for up to 20 days per yearFocus on mental health and well-beingCompany-paid therapy sessions through SpringHealthCompany-paid subscription to Headspace5 floating holidaysPaid parental leaveGenerous paid vacation + time off for your birthdayFocus on your career growth : Access to thousands of on-demand e-learningsTravel DiscountsEmployee Resource GroupsChristmas Bonus - 30 days20 days of paid time off a yearPrivate health, dental, and life insuranceMonthly social events and happy hoursInclusionWe're committed to creating a workplace where everyone feels they belong and can thrive.

We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.

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