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Software Support Manager

Guadalajara Office

Toshiba is seeking an experienced Software Development Support Manager who will be responsible for leading a department of direct reports that will include 7-14 software developers. In this role, you will be responsible for developing and executing our customer support strategy, ensuring exceptional service delivery, and fostering a culture of customer-centricity throughout the organization. You will collaborate with cross-functional teams to enhance customer experiences and drive operational excellence.  

 

Responsibilities

  • Develop and implement a comprehensive customer support strategy that aligns with overall business objectives and enhances customer satisfaction
  • Lead, mentor, and inspire a diverse team of customer support professionals, fostering a culture of continuous improvement and accountability
  • Analyze customer feedback and support metrics to identify trends, areas for improvement, and opportunities for innovation
  • Collaborate with product, development, and other support teams to advocate for customer needs and drive product improvements
  • Establish and maintain strong relationships with key stakeholders and executives to ensure alignment on customer support initiatives
  • Oversee the development and execution of training programs to enhance team performance and customer engagement
  • Manage resource allocation for the customer support department while ensuring operational efficiency

Required and Preferred Qualifications

Required:

  • 6+ years of experience in customer support or related fields, with a minimum of 3 years in a leadership role
  • Proven track record of developing and executing customer support strategies that drive operational excellence and customer satisfaction
  • Strong analytical skills with the ability to interpret data and make data-driven decisions
  • Exceptional interpersonal and communication skills, with the ability to engage and influence stakeholders at all levels
  • Experience in managing customer support teams across multiple channels, including phone, email, meetings and chat
  • Experience managing C, C++, Java projects

Preferred:

  • Experience in a high-growth technology company
  • Familiarity with customer support software and tools, including CRM systems
  • Expertise in customer journey mapping and experience design
  • Knowledge of best practices in customer service operations and process optimization

Technical Skills and Relevant Technologies

  • Proficient in customer support software and CRM systems
  • Strong understanding of support process, Application log analysis
  • Experience with knowledge management systems and self-service support solutions

Soft Skills and Cultural Fit

  • Strong leadership qualities with a focus on team development and empowerment
  • Customer-focused mindset with a passion for delivering exceptional experiences
  • Ability to thrive in a fast-paced, dynamic environment with changing priorities
  • Proactive problem solver with a strong sense of ownership and accountability
  • Collaborative and inclusive approach to working with diverse teams

We offer:

  • Hired directly by Toshiba and 100% under payroll.
  • Benefits of the law (IMSS, INFONAVIT)
  • Life insurance, major medical expenses with dental and visual coverage. (For the employee and direct family members).
  • Minor medical expenses insurance.
  • Savings fund for employees, capped at the limit of the law.
  • Grocery coupons.
  • Pension plan.
  • 30 Christmas bonus days.
  • 12 days of vacation plus 6 floating days.

 

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