Team Lead, Product Support

　　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.

　　Join our team! Product Support Team provides a quality tax application support service to customers of ONESOURCE Indirect Tax Determination.

　　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 customer support employees during US business hours.Coach staff to deliver excellent customer service.Maintain and improve key performance measures.Proactively manage customer issues and may act as the first level 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:

　　Bachelor's degree.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 Customer 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 experienceStrong customer focus. Ability to drive results and build talent.

　　Location: CDMX

　　What's in it For You?

　　You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

　　Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Days Off; Headspace app subscription; and employee incentive programs; resources for mental, physical, and financial wellbeing Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking. Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact Purpose Driven Work: We have a superpower that we have never talked about with as much pride as we should - we are one of the only companies on the planet 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.

　　#LI-JA1

　　Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

　　We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

　　Accessibility

　　As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

　　We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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　　More information about Thomson Reuters can be found on https://thomsonreuters.com.