Global CX Team Lead - Tech Support & Ops

Deliverect Group; Ciudad de México; Hybrid; MXN 774,260 - 1,118,375; Full time

Benefits offered by this job

Dedicated learning budget

Health and wellness support

Innovative work culture

Job summary

Deliverect Group in Mexico City is looking for a Customer Experience Team Lead to champion a customer-first culture and manage a high-performing support team. This full-time, hybrid role offers flexible work arrangements.

You will optimize local support workflows and collaborate with stakeholders to provide outstanding technical assistance to clients. Candidates must have 2+ years of experience in a technical support role and strong knowledge of SaaS environments.

Qualifications

• 2+ years of experience in a technical support team lead role.
• Deep knowledge of SaaS, especially in hospitality or food tech.
• Strong communication and cross-functional collaboration skills.

Responsibilities

• Lead and develop a global support team of 6–12 agents.
• Oversee operations and monitor performance metrics.
• Manage technical escalations and complex support issues.

Skills

Leadership

Technical proficiency

Communication skills

Problem solving

Data analysis

Education

Entry-level certification in Python or equivalent

Tools

Grafana

Bruno/Postman

BigQuery

Looker

Job description

Deliverect Group in Mexico City is looking for a Customer Experience Team Lead to champion a customer-first culture and manage a high-performing support team. This full-time, hybrid role offers flexible work arrangements.

You will optimize local support workflows and collaborate with stakeholders to provide outstanding technical assistance to clients. Candidates must have 2+ years of experience in a technical support role and strong knowledge of SaaS environments.