Job Title: Technical Support Manager

Salary: Competitive

Location: Mexico City, Mexico/Hybrid

Contract: Permanent

Hours: Full Time

Do you thrive on leading high‑performing teams and delivering exceptional customer experiences at scale? We are looking for a permanent Technical Support Manager, to join our global Cambridge English Customer Support Team and establish a new team in our Mexico office.

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.

About the role 

As a Technical Support Manager, you will have a central role in helping us provide a world-class level of customer service. Helping manage the work of a large team of customer service agents based in three countries, you will ensure that customer expectations are met and exceeded through managing the running of the Customer Support team, coordinating and overseeing the support of our highest-profile customers, coaching and mentoring staff and devising new strategies to improve the way the team works.

Key duties include:

• Coordinating and overseeing the differentiated support provided to our highest-profile and most valuable customers.
• Managing team staffing levels across three locations, using a data-driven approach to forecast requirements for staff, temporary staff and overtime.
• Representing the Voice of the Customer back to the business. Producing management information reports to identify trends and opportunities to improve the customer experience.
• Administering the IT systems used by the team (8x8, Zendesk) to ensure seamless service for customers.
• Providing support and guidance to staff to ensure a consistent approach to support. To act as a point of escalation for complex or high-profile issues.
• Managing the Technical Support's contribution to projects, including providing resource for UAT of systems.
• Managing the team's rolling-program of training and knowledge-sharing, to ensure that staff have the necessary skills and information to provide world-class support.
• Deputising for the Head of Customer Support.

About you 

We are looking for an enthusiastic, hard-working and proactive individual. You will have:

• Experience of line-management, interviewing, performance management and absence management procedures.
• Excellent prioritisation and organisational skills and an ability to manage own workload and that of a large team of staff.
• Advanced IT skills. An ability to configure support-related software packages.
• A sound understanding of support related metrics, KPIs and methodologies, and the ability to produce and present sets of data quantifying performance against these measures.
• Excellent oral and written communication skills, presentation skills and facilitation skills.
• High level of English (C1 or above).

Rewards and benefits

We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class benefits package:

• Seguro de Vida
• Seguro de Gastos Médicos Mayores
• Vales de Despensa
• Fondo de Ahorro
• Aguinaldo
• Prima Vacacional

Ready to pursue your potential? Apply now. 

We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be 26^th February 2026. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place whilst the campaign is live and shortly after the closing date.

We aim to support candidates by making our interview process clear and transparent. If you are shortlisted and progressed through the stages, you can expect:  

• A face-to-face interview at our office based in Mexico City. Please note that the panel will include colleagues based in the UK who will join the interview online.
• There will be a task to prepare as part of the interview process.

If you require any reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter.

Why join us

Joining us is your opportunity to pursue potential. You'll belong to a collaborative team that's exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration. 

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet. 

We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.