Application Support Team Lead

SupportZebra; Región Centro; Presencial; MXN 420.000 - 660.000; Jornada completa

Descripción de la vacante

SupportZebra is seeking a qualified Support Team Lead to drive world-class customer support for SaaS products. You will lead a team of Support Specialists across platforms such as Shopify, Amazon, and Etsy, delivering timely, accurate, and empathetic assistance.

You will monitor KPIs, conduct performance reviews, and spearhead data-driven improvements to reduce ticket volume. The role emphasizes cross-functional collaboration with Product and Engineering and a strong culture of operational

Formación

• 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.
• Experience leading a team delivering support across multiple eCommerce platforms (Shopify, Amazon, Etsy).
• Strong knowledge of support KPIs and SLAs (CSAT, FRT, AHT, backlog management).
• Experience driving process improvements and data-driven decision making.

Responsabilidades

• Lead, coach, and mentor a team of Support Specialists to deliver world-class support across platforms.
• 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.
• Monitor and manage team performance across key metrics (CSAT, FRT, AHT, SLA adherence).
• Drive process improvements to reduce ticket volume and improve customer experience.
• Collaborate with Product Management and Engineering to escalate issues and shape product improvements.

Conocimientos

Leadership

Coaching

People management

Communication

Analytical thinking

SaaS / e-commerce support

Educación

B.Tech / M.Tech / BCA / MCA / B.Sc.-IT / M.Sc.-IT

Herramientas

Freshdesk

Zendesk

Salesforce

ServiceNow

HubSpot (nice to have)

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 escalate 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