.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.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.Responsibilities: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 KPIs as well as their professional goals.Conduct regular 1:1 meetings 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 your 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