Support Team Lead: Drive Performance & Growth

United States Digital Space LLC; Argentina; Presencial; ARS 89.322.000 - 133.982.000; Jornada completa

Descripción de la vacante

United States Digital Space LLC is seeking a Support Team Manager to lead a team of Support Specialists (Tier 1-3), balance hands-on people management with operational oversight, coach team members, and drive performance outcomes while handling escalations.

You will monitor quality, CSAT, SLA, and team health, partner with leadership on process improvements, manage day-to-day operations, and foster a culture of accountability, continuous learning, and high-quality customer experiences.

Formación

• Minimum 2 years of direct people management experience in a customer support or operations environment.
• Strong written and verbal communication skills in English.
• Proficiency with Zendesk, Slack and Google Workspace; data tools like Redash or Snowflake is a plus.

Responsabilidades

• Lead, coach, and develop a team of Support Specialists (Tier 1-3) through regular 1:1s and performance conversations.
• Monitor and improve quality, productivity, CSAT, SLA attainment and team performance.
• Manage day-to-day operations including ticket queue health, schedule adherence and handoffs.
• Serve as primary escalation point for complex issues and guide timely, high-quality resolutions.
• Track metrics and surface insights to drive data-driven decisions with leadership.
• Collaborate with Leadership, Quality, Enablement, and SME teams to improve processes and contributor experience.
• Support onboarding and ongoing training; identify growth opportunities and assist with PIPs.

Conocimientos

People management

English communication

Team leadership

Analytical thinking

Herramientas

Zendesk

Slack

Google Workspace

Redash

Snowflake

Descripción del empleo

United States Digital Space LLC is seeking a Support Team Manager to lead a team of Support Specialists (Tier 1-3), balance hands-on people management with operational oversight, coach team members, and drive performance outcomes while handling escalations.

You will monitor quality, CSAT, SLA, and team health, partner with leadership on process improvements, manage day-to-day operations, and foster a culture of accountability, continuous learning, and high-quality customer experiences.