Director, Support

Full-time • Remote Mexico

Company overview 

Our mission at Poparide is to fill empty seats in cars and make travel more social, affordable and sustainable for everyone in Canada. Our app connects people who are already driving from A to B with passengers heading in the same direction, and facilitates posting tips, booking, chatting, leaving reviews and everything in between.

By joining Poparide you will do meaningful work that has a positive impact on people and the planet. We foster a positive, professional and collaborative culture in which we truly care for our work and each other. If you’re interested in contributing to our mission while being part of an innovative Company with a supportive Team, this may be for you!

About the role

As the Director, Support at Poparide, you will lead a dedicated team currently existing of 3 Team Leads and 15 Support Champions, ensuring an exceptional Support experience for both staff and our members. Reporting to the COO, you will shape the vision, strategy, and execution of Support initiatives, maintaining our high service standards while building scalable processes that drive team performance in alignment with Company objectives.

Your role will involve overseeing all aspects of Support operations, from daily issue resolution to long-term strategic planning, with a focus on enhancing the member journey, implementing automation, and fostering a collaborative culture within the Support Team. By collaborating cross-functionally, you will drive improvements in member satisfaction and ensure that our Support Team both meets KPIs and SLAs and embodies our core values of Teamwork, Simplicity, and Care. Your leadership will create a psychologically safe environment, equipping the team to thrive amid growth and change.

We are looking for

• A leader committed to Poparide’s values of Teamwork, Simplicity, and Care, fostering a culture of transparency and professionalism and aligned with Poparide’s vision and mission.
• 7+ years of customer support experience, including 3+ years in leadership and managing people directly, with a track record of developing high-performing teams in a remote environment.
• In-depth knowledge of customer support metrics (SLA, CSAT, etc.) and best practices, combined with a data-driven approach to decision-making and process optimization.
• Proven success in leading cross-functional initiatives and collaborating with various departments, leveraging customer support software and automation tools.
• Strong problem-solving skills with the capacity to manage escalations effectively in a fast-paced environment and resolve staff conflicts in a caring, calm way.
• Exceptional communication skills, fluent in English and Spanish (written and verbal), to effectively engage stakeholders at all levels.
• Lived experience in Mexican work culture.
• Excellent people skills to mentor, support, and inspire staff to thrive and succeed.
• Willingness to adapt to changing priorities in a growing Company.

Bonus points for having

• Experience with the OKR (Objectives and Key Results) framework for goal setting and tracking.
• Background in a marketplace or high-growth tech environment.
• Experience managing budgets, resource allocation, and scaling teams.
• Proven track record of partnering with Product teams to provide actionable insights and drive seamless implementation of changes.
• Experience working in Canadian markets.

What you will be doing

• People Leadership: Foster team development through regular 1:1s, training, feedback, and performance management, including development plans and annual reviews.
• Business Process Oversight: Lead meetings to assess performance, address escalations, and ensure KPIs and SLAs are consistently met.
• Strategic Leadership: Develop and implement strategies to enhance the member experience, streamline support processes, and define team vision and OKRs.
• Budgeting and Resource Planning: Manage budgets and resource allocation to meet service demands while planning for future growth.
• Risk and Compliance Management: Establish crisis management protocols, ensure regulatory compliance, and safeguard consumer data and privacy.
• Project Management: Drive support projects from planning to execution, collaborating with cross-functional teams to optimize workflows.
• Hands-On Support: Address complex support tickets as needed, modeling best practices and gathering insights for strategic improvements.

Wages & hours

• Full time (40 hrs/week)
• A competitive benefits package including 20 paid holidays
• A monthly salary of MXN $35,000 – $50,000 net of taxes

Apply now