Customer Support Team Manager (Hybrid - Guadalajara, Mexico)

TeamViewer is a leading global technology company that provides a cutting-edge platform to remotely access, control and support devices of any kind. Our software solutions empower our users and customers to bridge distances and digitalize their processes through seamless connectivity. 
 
Our team is committed to quality and passionately leading the way in the fields of Augmented Reality, Internet of Things and Artificial Intelligence. With over 1.400 employees from more than 80 nationalities in 20+ locations worldwide, we are one global family. We believe that bringing together people from different backgrounds and experiences leads to better, more innovative solutions. One of the keys to our success is our culture, which enables employees to learn, grow, and contribute in meaningful ways. You are courageous and want to make an impact? Then join our winning team and help us creating a world that works better.

As the Customer Support Manager for the Americas region, you will be responsible for ensuring the highest level of customer satisfaction by managing our support team and implementing effective support strategies. You will collaborate closely with cross-functional teams to address customer inquiries, resolve issues, and drive continuous improvement initiatives. 

• Lead, mentor, and develop a team of customer support representatives to deliver outstanding service. 

• Manage the day-to-day operations of the customer support team. 

• Proactively monitor all relevant key performance indicators.  

• Make appropriate adjustments as needed based on trends.  

• Provide coaching, training, and performance feedback to support team members. 

• Cross-departmental collaboration to ensure organizational alignment.  

• Foster a positive and collaborative team environment. 

• Ensure your team members are motivated and positioned to successfully reach their KPI’s as well as their professional goals. 

• Conduct regular 1:1 meeting with your team members to identify their growth potential and development needs.  

• As part of the global support leadership team, identify and drive process and system enhancements, and ensure your team is kept up to date on new products and processes. 

• Support you team with their questions and handle customer escalations when needed. 

• Act as the voice of the customer within the organization, advocating for their needs and preferences. 

Qualifications:

• Degree in Business Information Technology, Applied Computer Science, Economics preferred, or a comparable education in the IT field with relevant experience. 

• Experience in managing and leading international teams in Customer Support or other relevant departments. 

• Demonstrated ability to drive results through coaching, training & mentoring.  

• Ideally at least four years of practical experience in customer support or related function 

• Excellent technical skills and the ability to quickly and independently learn new technical content.  

• Extensive knowledge of customer facing tools (FreshDesk, Genesys, Dynamics, Confluence)   

• Strong communication skills, positive attitude and a high level of intercultural competence  

• Strong conceptual skills and thrive in a fast-paced environment.  

• Fluency in English is mandatory, further languages such as French, Portuguese or Spanish are a plus. 

What we offer:

• Hybrid position at the office in Guadalajara, Mexico.
• Grab the opportunity to provide active input on a fast-growing company and TeamViewer product downloaded and used thousands of times every day, all around the world. 
• It's all about the team: become part of a community that values respect, support and open feedback. 
• Our teams collaborate and work with each other towards a common goal. 
• We truly live and celebrate our cultural diversity: our colleagues come from more than 70 countries and speak more than 40 languages. 
• It's all about the team: become part of a community that values respect, support and open feedback.
• Enjoy an attractive workplace with modern equipment within a dynamic company that enjoys continuous, healthy growth.
• Benefit from learning opportunities – internal & external.
• Health Benefits: major medical expenses services / Life insurance.
• Food Vouchers.
• Parking at the Midtown Plaza.
• Quarterly team building events, and companywide “All Hands” meetings.
• Snacks and soft drinks/ Occasionally free lunches.
• Open door policy and casual dress code.

TeamViewer is an equal opportunity employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we’re focused on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best. TeamViewer will not discriminate against an individual based on race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis. If you are unable to submit your application because of disability, please contact us at hr.us@teamviewer.com and we will reasonably accommodate.