Team Lead, Product Support (Ciudad Juárez)

Overview

Team Lead, Product Support (ONESOURCE Indirect Tax Determination)

Are you passionate about the chance to bring your experience to a world-class company that is market-leading? ONESOURCE Indirect Tax Determination provides a comprehensive worldwide solution for the efficient and consistent calculation and recording of indirect tax liability. It is a fully integrated, end-to-end automation solution for VAT determination.

About the Role

In this opportunity as a Team Lead - Product Support you will:

• Manage a team of product support employees during US business hours - 9:00 to 18:00 (Mexico Time).
• Coach staff to deliver excellent customer service.
• Maintain and improve key performance measures.
• Proactively manage customer issues and act as the first level of escalation for the team.
• Deliver key projects to improve customer service. Proactively contribute ideas to the Management Team.
• Recruit and select staff that will fit within the team and meet key criteria for the role. Ensure staff understand and are adhering to procedures.
• Work with the team to reduce the volume and time of outstanding service requests.
• Complete call assessments and coaching targets for team.
• Exchange information and share knowledge with other team members to maximize knowledge and effectiveness of the Customer Support team as a whole.
• Accept additional projects or areas of responsibility to improve performance.

About You

You’re a fit for the role if your background includes:

• Minimum of 2 years of experience in a people manager role.
• Excellent level of English (C1 or C2 level).
• Experience in working in a Product Support/Application Support environment.
• Experience in acting as a first-level escalation for the team.
• Well-developed problem-solving and decision-making skills.
• Ability to communicate effectively both verbally and in writing.
• Practical understanding of performance measurement statistics and using them to drive high performance.
• Some knowledge of project management techniques.
• Understanding of customer service environments.
• Flexibility and an appreciation of a fast-moving environment; people leadership/mentoring experience.
• Strong customer focus. Ability to drive results and build talent.
• Experience with ONESOURCE Indirect Tax Determination (Sabrix), Vertex or Avalara.

Location: CDMX

What’s in it For You?

• Hybrid Work Model: We’ve adopted a versatile hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way policies designed to help manage personal and professional responsibilities, including work from anywhere for up to 8 weeks per year.
• Career Development and Growth: Grow My Way with a culture of continuous learning and skill development to prepare for tomorrow’s challenges in an AI-enabled future.
• Industry Competitive Benefits: Flexible vacation, two company-wide Mental Health Days off, Headspace access, retirement savings, tuition reimbursement, employee incentive programs, and wellbeing resources.
• Culture: Globally recognized for inclusion, belonging, flexibility, and work-life balance. Values: Obsess over our Customers, Compete to Win, Challenge your Thinking, Act Fast / Learn Fast, Stronger Together.
• Social Impact: Two paid volunteer days off annually and opportunities for pro-bono consulting projects and ESG initiatives.
• Real-World Impact: We help customers pursue justice, truth, and transparency by upholding the rule of law and supporting trusted, unbiased information.

About Us

Thomson Reuters informs the way forward by combining trusted content and technology to help people and organizations make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highl