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 customers interact with it
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.

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).

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.

Tech Operations Director

Key skills