Tech Operations Director
Mexico CityFull-TimeDirectorOperations
Responsibilities
- Manage, coach, and motivate the Tech Ops team in each one of their verticals, ensuring good engagement and rapport, as well as keeping the energy and collaboration levels high
- Handle all high impact tech projects related to Support, managing prioritization, backlog, activities, and on-time delivery
- Manage the relationship with our main Tools providers in terms of expectations, negotiations, contract shifts and feature development
- Coordinate activities of the QA & Training team with the Support teams, ensuring a proper cadence of interactions and corrective course of actions
- Oversee the development and maintenance of knowledge base articles, FAQs, and other support documentation to improve our chatbot effectiveness and how our c
- Collaboration with Customer Service, Product, Engineering, and Operations teams to ensure seamless support integration and timely resolution of customer issues
- Track key performance indicators, prepare and present reports on team performance, key metrics, customer feedback and provide insights to management.
- Monitor and analyze support trends metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction
- Be a key stakeholder with the product team.
Qualifications
- Bachelor's degree in a relevant field, such as computer science, information technology, product development, engineering, or even finance
- 5+ years of experience managing a PM/Tech role in a SaaS company, Fintech, high-growth startup, or similar environment
- Solid understanding of support CRMs, automations, AI flows methodologies and best practices. Familiarity with SQL, API fundamentals, mobile and web application technologies
- Experience as a project manager of a multicountry team
- Excellent written and verbal communication skills with the ability to communicate effectively with senior management
- Strong analytical and problem-solving abilities.: ability to analyze complex situations, identify root causes, and implement effective solutions.
- Knowledge of support tools: Familiarity with ticketing systems (e.g., Zendesk, JIRA), communication platforms (e.g., Slack), and knowledge management systems (e.g., Confluence).
Benefits
- 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
- Life insurance.
- Phone finance, Headphone, home office equipment and wellness perks.
- 30 days of Christmas bonus.
- 20 days paid Vacation.
- 50% Vacation premium.
- 13% Saving funds.
- $2,000 MXN monthly grocery coupons.
- $2,000 USD annual Co-working Travel perk.
- $2,000 USD annual Professional Development perk.
