Application Support Team Lead

SupportZebra; Región Centro; Presencial; MXN 450.000 - 650.000; Jornada completa

Descripción de la vacante

SupportZebra is seeking a proactive Support Team Lead to guide a team of Specialists delivering timely, accurate, and empathetic assistance across ecommerce platforms. You will drive customer outcomes, implement processes, and partner with product and engineering to reduce friction in the user journey.

You will coach the team, monitor KPIs (CSAT, FRT, SLA), manage workloads, and promote knowledge base improvements and automation.

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.
• Strong knowledge of enterprise B2B SaaS products and customer lifecycle.
• Familiarity with APIs, webhooks, and API testing tools (Postman, Insomnia).
• Experience driving measurable customer outcomes and operational improvements.
• Proven ability to lead, coach, and develop a high-performing support team.

Responsabilidades

• Lead, coach, and mentor a team of Support Specialists across platforms like 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.
• Partner with Product Management and Engineering to escalate issues and provide feedback on pain points.
• Oversee knowledge base maintenance, process standardization, and support automation initiatives.
• Drive accountability, performance reviews, and continuous improvement within the team.

Conocimientos

Leadership

Coaching

Analytical

Communication

Educación

Computer Science background

Herramientas

Freshdesk

Zendesk

Salesforce

ServiceNow

HubSpot

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