Offer summary

Qualifications:

Proven experience leading a support or technical operations team., Excellent communication skills in English and Spanish, both verbal and written., Strong organizational skills and a proactive mindset., Experience onboarding and developing team members in a fast-paced setting..

Key responsibilities:

Build and lead a new Technical Support team in Mexico focused on delivering high-quality customer service.

Oversee day-to-day operations and ensure alignment with RELEX’s global Support processes.

Monitor and report on team performance, identifying areas for improvement.

Serve as an escalation point and support customers directly when needed.

Job description

As we are a global company, and English is our primary business language, we kindly ask that all applications (CVs/resumes and cover letters) be submitted in English.

We’re RELEX Solutions, a fast-growing and market-leading company, helping retailers and manufacturers optimize their supply chain and retail planning with smart, data-driven technology. Our platform helps reduce waste, increase product availability, and drive more sustainable business practices.

As part of our continued growth in the Americas, we’re opening a new Support site in Mexico - and we’re looking for a Technical Support Team Manager to build and scale our Mexico-based support operations. This role offers a unique opportunity to shape a new team and contribute to delivering exceptional support for customers across North, Central, and South America.

At RELEX, the Support team is the first point of contact for knowledgeable, customer-focused assistance across our products. As the Support Team Lead, you will oversee the daily operations of the team, manage and develop a group of Support Specialists, and work closely with other global Support Leads to continuously improve our processes and ways of working.

What you’ll be doing:

Build and lead a new Technical Support team in Mexico, focused on delivering high-quality customer service
Coach, mentor, and support your team in meeting service levels and other goals
Oversee day-to-day operations and ensure alignment with RELEX’s global Support processes
Remove obstacles and manage dependencies impacting the team's work
Work closely with Support leads and cross-functional teams across different regions
Develop the Technical Support teams to be customer-focused and resolution-oriented
Serve as an escalation point and support customers directly when needed
Monitor and report on team performance, identifying areas for improvement
Help attract and retain great talent while fostering a collaborative team culture

What we're looking for:

Proven experience leading a support or technical operations team
Excellent communication skills in English and Spanish, both verbal and written
A hands-on, customer-focused approach to problem-solving
Ability to lead through change, motivate others, and create structure in a growing environment
Strong organizational skills and a proactive mindset
Experience onboarding and developing team members in a fast-paced setting

What we consider an advantage:

2-4 years in a similar leadership role
Familiarity with ITIL or similar frameworks
Portuguese language skills
Experience working across time zones or in a global organization

Why join us? At RELEX, we celebrate diversity and are committed to creating an inclusive environment for everyone. You’ll enjoy genuine flexibility, opportunities for growth, and the chance to make a tangible impact on the world and your career. As the Support Team Lead in Mexico, you’ll play a key role in shaping our Support operations in the region, working alongside a global team to deliver measurable value to our customers across the Americas. Join us and be curious. Be RELEX – apply today.