--- title: 'Manager, Restaurant Tech Support at Restaurant365' canonical: 'https://feeny.ai/job/manager-restaurant-tech-support-restaurant365-mexico-city-qkf68x3gepw5' type: 'job' last_seen: '2026-09-07' --- # Manager, Restaurant Tech Support at Restaurant365 - **Company:** Restaurant365 - **Location:** Mexico City, Mexico - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-08-04 - **Last confirmed live:** 2026-09-07 - **Apply:** https://jobs.lever.co/restaurant365/8a222180-5c7c-419d-9148-de761c25a928 ## Job description Restaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too! We're looking for a Product Support Manager to lead one of our Mexico-based support teams. This isn't a role for someone who wants to manage from a distance you'll be close to the work, close to your team, and close to the customer. You'll own day-to-day operations, coach your agents and team leads, drive performance through data, and partner cross-functionally with Product, Engineering, and Customer Success to continuously improve how we serve our customers. If you're energized by building high-performing teams, thrive in a fast-moving SaaS environment, and know how to balance operational discipline with genuine people leadership this role is for you. What You'll Own: ## Team Leadership & Development - Lead, coach, and develop a team of Support Specialists and Team Leads through consistent 1:1s, structured performance feedback, and clear growth plans. - Drive accountability and engagement aligned to support KPIs, service standards, and R365's organizational goals. - Facilitate team meetings, stand-ups, and retrospectives that keep the team aligned, informed, and improving. - Partner with Training and Enablement to ensure agents are onboarded effectively and continuously upskilled as the product evolves. - Communicate team performance, priorities, and risk areas clearly and consistently to leadership. Support Operations & Escalation Management - Own the day-to-day: queue management, backlog health, staffing coverage, and SLA adherence across your team. - Serve as the primary escalation point for complex or sensitive customer issues  you step in when it matters most. - Partner with Product and Engineering to triage, prioritize, and resolve systemic issues that impact multiple customers. - Monitor trends in support volume and escalations to proactively identify risks and gaps before they become bigger problems. - Ensure your team consistently uses the right tools, workflows, and documentation to deliver quality and efficiency at scale. Customer & Product Alignment - Develop a deep understanding of what drives support demand  ticket analysis, customer feedback, and product usage patterns. - Advocate for the customer in cross-functional conversations, translating support trends into actionable input for Product and Engineering. - Translate product roadmap changes and releases into clear support readiness plans: training, process updates, documentation. - Partner with Customer Success to ensure continuity in the customer experience, especially during escalations or product transitions. Data, Performance & Continuous Improvement - Own the integrity and accuracy of your team's data across support systems, dashboards, and reporting tools. - Analyze key metrics CSAT, backlog, SLA attainment, resolution time, volume trends and turn insights into clear action. - Identify and implement process improvements that reduce ticket volume, improve first-contact resolution, and make your team more efficient. - Build a culture of continuous improvement where knowledge sharing, documentation, and peer learning are the norm. - Share what's working with peers and leadership so successful approaches can be standardized across teams. What We're Looking For: Required - 3+ years in customer support or customer facing operations, including 1–2+ years in a people leadership or team lead role, SaaS, B2B, or technical support preferred. - Proven track record managing high-volume support queues while maintaining SLA and quality standards. - Real experience coaching and developing people: setting expectations, delivering feedback, managing performance conversations. - Strong analytical thinking, comfortable interpreting support metrics and translating data into action plans. - Excellent written and verbal communication skills in English; ability to simplify complex topics for both customers and internal stakeholders. - Comfortable operating across multiple systems and tools: ticketing platforms (e.g., Freshdesk, Zendesk), reporting dashboards, collaboration tools, and Excel/Sheets. - Calm, solution oriented, and empathetic under pressure,  especially when handling escalations and difficult customer situations. - Strong cross-functional collaboration skills, you know how to work effectively with Product, Engineering, CS, Training, and Operations. - Basic understanding of how web applications and APIs work: - HTTP methods (GET, POST, PUT, DELETE) - Common status codes (2xx, 4xx, 5xx) - Headers, query parameters, request/response bodies - Familiarity with file transfer concepts: - FTP/SFTP basics - Directory structures and file naming conventions - Verifying file presence, timestamps, and file sizes - Comfort reading logs and interpreting data: - Reading timestamps and severity levels (INFO/WARN/ERROR) - Locating relevant log entries for a specific transaction, store, or time window - Recognizing common error patterns: auth failures, timeouts, invalid data, parsing errors - For technical or development-focused tracks: - Familiarity with defect tracking and scenario testing (e.g., Jira, QA workflows) - Comfort with basic programming logic and complex troubleshooting scenarios Compensation: Compensation for this position is $680,000 - $1,070,000 MXN annually ($56,666 - $89,166 monthly), depending on experience. We also offer a comprehensive benefits package designed to support your health, well-being, and work-life balance. Benefit options include: - Law Benefits - Major Medical Insurance - Dental Insurance - Vision Insurance - Life Insurance - Meal Vouchers - 30-day Christmas bonus - Saving Fund - Monthly Internet & Electricity Stipend - And more! This role is hybrid, balancing flexibility with the value of in-person collaboration. Following the completion of training, employees will be assigned a work schedule based on operational needs. Required onsite days will align with that assigned schedule, ensuring appropriate team coverage while supporting collaboration, partnership, and business effectiveness. Note: Only resumes submitted in English will be considered! ## About Restaurant365 ## Company Overview - **One-liner**: Restaurant365 provides an all-in-one, cloud-based Restaurant Enterprise Management (REM) platform that unifies accounting, inventory, payroll, and workforce management to help restaurants increase sales, control costs, and optimize labor. - **Entity Type**: Private (Venture-backed, $437.5M total funding) - **Headquarters**: Irvine, California, United States - **Founded**: 2011 (first market release in 2012) - **Founders**: Tony Smith, Morgan Harris, John Moody ## Core Business - **Primary industry/industries**: Restaurant Technology (SaaS), Hospitality Management, Restaurant Enterprise Management (REM) - **Target customers**: B2B – Quick-service, fast-casual, full-service, and multi-location restaurant groups (SMB to Enterprise) - **Mission or purpose**: To empower restaurants by eliminating complex, generic ERP systems and providing a purpose-built platform that drives optimal productivity and profitability. ## Products & Services - **R365 Accounting**: Automates back-office financial operations – general ledger, accounts payable, bank reconciliation, and financial reporting – with seamless POS integration. - **R365 Inventory**: Tracks food and beverage costs across locations, from receiving to consumption, with real-time variance analysis. - **R365 Payroll**: Automates payroll, tip allocation, and tax compliance by pulling hours and tips directly from workforce data. - **R365 Workforce**: Employee scheduling, time tracking, and labor forecasting – includes AI-powered scheduling that optimizes for sales and labor targets. - **R365 AI (Intelligence)**: AI engine trained on full restaurant P&L data – provides AI Advisor for variance insights and financial queries, plus automated schedule generation. - **R365 Mobile App**: Enables restaurant leaders to track sales, labor, and inventory in real time and communicate in English and Spanish. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (Private company) - **Key Metric**: $100M annual revenue (LinkedIn estimate), $437.5M total funding across 4 rounds; serves over 50,000 restaurant locations. - **Notable Investors/Partners**: Not explicitly listed in provided sources, but the company has raised substantial venture funding. Partners include CORE (Children of Restaurant Employees). - **Growth Signals**: 725 employees (+6.8% YoY, +254 people), launched R365 Intelligence and AI features, acquired Compeat and Ctuit in 2021 to consolidate the REM category, and expanded with international offices in Mexico City and Palestine. ## Competitive Advantages - **Unified platform**: R365 is the only solution combining accounting, inventory, payroll, and workforce data into a single P&L-connected system, eliminating the need for multiple point solutions. - **Deep restaurant-specific functionality**: Built from the ground up for restaurant operations, with native integrations to major POS systems, banks, and vendors. - **AI trained on full P&L data**: R365 AI is trained on the entire restaurant profit and loss, connecting what was sold, what it cost, what was paid, and what was made – a moat that generic ERP or payroll-only platforms cannot replicate. - **Scale & adoption**: With 50,000+ locations, the company has significant data and network effects, continuously improving algorithms and benchmarks. ## Strategic Focus - **AI-powered automation and insights**: Continue expanding AI capabilities across scheduling, variance detection, and advisory to reduce manual work for restaurant operators. - **International expansion**: Growing presence via offices in Mexico City and Palestine, indicating a global talent strategy and potential market expansion. - **Consolidation of the REM category**: Building on the Compeat/Ctuit acquisitions to remain the dominant end-to-end platform for multi-location restaurants. ## Why Work Here - **Culture & values**: Restaurant365 emphasizes autonomy, innovation, and authenticity – “bring your whole self to work.” They foster a collaborative environment where diverse perspectives drive opportunity. - **Work model**: Hybrid/remote-friendly. Offices in Irvine (HQ), Austin, Akron, Mexico City, and Palestine. Many team members work remotely, with offices used for in-person collaboration and events. - **Benefits**: Fully covered medical, dental, and vision insurance for full-time employees; 401k with employer match; stock options; annual learning & development reimbursement; LinkedIn Learning access; paid parental leave; fertility support; pet insurance; and a TIP (employee recognition) program. - **Growth & development**: Emphasizes professional development with autonomy to design career journeys, plus learning reimbursement and internal recognition programs. - **Impact**: Employees work directly with an industry that serves millions of guests daily – the company partners with CORE to support restaurant employees in crisis. ## Sources 1. [restaurant365.com](https://www.restaurant365.com/careers/) – Careers page with benefits and culture details. 2. [restaurant365.com](https://www.restaurant365.com/about-us/) – About Us page with company history, founders, values, and office locations. 3. [jobs.lever.co](https://jobs.lever.co/restaurant365) – Active job listings. 4. [restaurant365.com](https://www.restaurant365.com/) – Product page with AI features and software capabilities. 5. [linkedin.com](https://www.linkedin.com/company/restaurant365-cloud-erp-for-restaurants) – Company page with employee count, revenue estimate, funding, and ratings. ## Other roles at Restaurant365 - [Customer Success Manager](https://feeny.ai/job/customer-success-manager-restaurant365-mexico-city-n0vs1c9fc6sv) — Mexico City, Mexico - [Senior Implementation Specialist](https://feeny.ai/job/senior-implementation-specialist-restaurant365-austin-tx-akron-ohio-irvine-nhbgk41qm4xq) — Austin Tx/akron Ohio/irvine, CA - [Instructional Video Editor](https://feeny.ai/job/instructional-video-editor-restaurant365-mexico-city-2yvh5nry2sv7) — Mexico City, Mexico - [Senior POS Configurations Support Specialist](https://feeny.ai/job/senior-pos-configurations-support-specialist-restaurant365-austin-tx-akron-ohio-95r05rm2sg9v) — Austin Tx/akron Ohio/irvine, CA - [Senior Customer Architect](https://feeny.ai/job/senior-customer-architect-restaurant365-irvine-djkkdttghfq5) — Irvine, CA - [Program Manager, Talent Programs](https://feeny.ai/job/program-manager-talent-programs-restaurant365-austin-tx-akron-ohio-irvine-x7hfbqfh8147) — Austin Tx/akron Ohio/irvine, CA - [Talent Coordinator](https://feeny.ai/job/talent-coordinator-restaurant365-mexico-city-5jh357fcbznj) — Mexico City, Mexico - [Accounts Receivable & Collections Specialist](https://feeny.ai/job/accounts-receivable-collections-specialist-restaurant365-mexico-city-e237mmvnht6x) — Mexico City, Mexico - [Renewals Specialist](https://feeny.ai/job/renewals-specialist-restaurant365-mexico-city-gy8x1txyp73z) — Mexico City, Mexico - [Senior Growth Marketing Engineer](https://feeny.ai/job/senior-growth-marketing-engineer-restaurant365-irvine-w0sp6jfsq406) — Irvine, CA