Application Support Team Lead

SupportZebra; Región Centro; Presencial; MXN 420.000 - 640.000; Jornada completa

Descripción de la vacante

SupportZebra is seeking a Support Team Lead to drive world-class customer service for SaaS products, guiding a team of Support Specialists across platforms like Shopify, Amazon, and Etsy. You will own performance metrics, coach for empathy and accuracy, collaborate with Product and Engineering, and continually push process improvements to reduce ticket volume and improve the customer journey.

This role emphasizes data-driven decisions, cross-functional leadership, and a culture of operational

Formación

• 4–6 years in technical or application support within SaaS/e-commerce/enterprise software.
• At least 1–2 years in a team lead or supervisory role.
• Preferred background in Computer Science or related fields (B.Tech, M.Tech, BCA, MCA, B.Sc.-IT, M.Sc.-IT).

Responsabilidades

• Lead, coach, and mentor a team of Support Specialists across Shopify, Amazon, Etsy and other eCommerce channels.
• Ensure high-quality, real-time support via chat and ticketing systems.
• Act as the primary escalation point for complex or high-impact issues.
• Collaborate with Product and Engineering to relay customer pain points and drive improvements.
• Oversee knowledge base, processes, and automation to improve efficiency.

Descripción del empleo

As a Support Team Lead, your mission is to drive world-class customer support by leading a team of Support Specialists delivering timely, accurate, and empathetic assistance across SaaS products. You will be responsible for team performance, operational excellence, and continuous improvement, ensuring customers— from SMBs to global enterprise retailers—receive exceptional post-purchase experiences.

What You’ll Do

• Lead, coach, and mentor a team of Support Specialists to deliver world-class support across platforms such as Shopify, Amazon, Etsy, and other eCommerce channels
• Ensure consistent delivery of high-quality, real-time support via chat and ticketing systems
• Act as the primary escalation point for complex or high-impact customer issues

Performance & KPI Management

• Monitor and manage team performance across key metrics (CSAT, FRT, AHT, SLA adherence, backlog health)
• Conduct regular performance reviews, coaching sessions, and feedback loops to improve agent performance
• Drive accountability and ownership within the team

Data-Driven Insights & Improvement

• Analyze support data and customer insights to identify recurring issues and operational gaps
• Lead initiatives to improve processes, reduce ticket volume, and enhance customer experience
• Provide actionable recommendations to stakeholders based on data trends

Cross-Functional Collaboration

• Partner with Product Management and Engineering teams to elevate issues and provide quantitative feedback on customer pain points
• Contribute to shaping product improvements and reducing friction in the user journey
• Represent the Support team in cross-functional discussions

Process, Knowledge & Automation

• Oversee development and maintenance of knowledge base articles and internal documentation
• Drive process standardization, workflow improvements, and support automation initiatives
• Ensure the team follows best practices in support operations

Technical Leadership

• Guide team members in troubleshooting and understanding system behavior "under the hood"
• Encourage continuous learning in APIs, SaaS systems, and integrations
• Support technical skill development within the team

Culture & Engagement

• Foster a collaborative, high-performance, and customer-centric team culture
• Promote values of operational excellence and customer delight
• Support team engagement, retention, and professional growth

Who We’re Looking For

Experience

• 4–6 years in Technical/Application Support within SaaS, e-commerce, or enterprise software environments
• At least 1–2 years of experience in a Team Lead or supervisory role

Education

• Preferred background in Computer Science or related fields (B.Tech, M.Tech, BCA, MCA, B.Sc.-IT, M.Sc.-IT)

Technical & Product Knowledge

• Strong understanding of enterprise B2B SaaS products and customer lifecycle
• Familiarity with APIs, webhooks, and API testing tools (Postman, Insomnia)

Tools & Systems

• Experience with helpdesk/ticketing platforms (Freshdesk, Zendesk, Salesforce, ServiceNow)
• Familiarity with CRM tools such as HubSpot is a plus
• Strong knowledge of support KPIs and SLAs (CSAT, FRT, AHT, backlog management)
• Experience driving measurable customer outcomes and operational improvements

Core Competencies

• Strong leadership, coaching, and people management skills
• Excellent communication skills with the ability to simplify technical concepts
• Analytical, proactive, and solution-oriented mindset
• Ability to thrive in a fast-paced, global SaaS environment
• Strong technical curiosity and passion for understanding systems and integrations