Lead Support Specialist - Coaching & Performance

Scale AI; Argentina; On-site; ARS 1,200,000 - 1,800,000; Full time

Job summary

Scale AI in Argentina is seeking a Support Team Manager to lead a Tier 1–3 team of Support Specialists, balancing hands-on coaching with operational oversight to deliver high-quality support experiences.

You will drive performance metrics, manage escalations, and partner with cross-functional teams to improve processes while fostering a culture of accountability and continuous learning.

Qualifications

• Experience leading teams in customer support or operations.
• Strong written and verbal English communications.
• Ability to balance coaching with operational oversight.

Responsibilities

• Lead, coach, and develop a team of Support Specialists through regular 1:1s and feedback.
• Monitor quality, productivity, CSAT, SLA attainment and drive improvements.
• Manage escalations and ensure timely, high‑quality resolutions with documentation.
• Coordinate scheduling, ticket queue health, and cross‑functional collaboration.

Skills

Leadership

English

Prioritization

People management

Tools

Zendesk

Slack

Google Workspace

Redash

Snowflake

Job description

Scale AI in Argentina is seeking a Support Team Manager to lead a Tier 1–3 team of Support Specialists, balancing hands-on coaching with operational oversight to deliver high-quality support experiences.

You will drive performance metrics, manage escalations, and partner with cross-functional teams to improve processes while fostering a culture of accountability and continuous learning.