*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 or both content and technology? If yes, we're looking for you.
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.
- have an 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 and 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*
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*what's in it for you?*
- * hybrid work model*: we've adopted a flexible 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 is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
- * career development and growth*: by fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our grow my way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an ai-enabled future.
- * industry competitive benefits*: we offer comprehensive benefit plans to include flexible vacation, two company-wide mental health days off, access to the headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
- * culture*: globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: obsess over our customers, compete to win, challenge (y)our thinking, act fast / learn fast, and stronger together.
- * social impact*: make an impact in your community with our social impact institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and environmental, social, and governance (esg) initiatives.
- * making a real-world impact*: we are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
*about us*
thomson reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highl