Remote Tech Support Team Lead: AI Automation & Leadership

Improvado; México; Remote; MXN 600,000 - 900,000; Full time

Benefits offered by this job

PTO 20 days

US holidays

Professional development support

Job summary

Improvado is seeking a Technical Support Team Lead to design and ship the automation and AI layer that keeps our support fast, reliable, and scalable. You will lead a small team of Analysts, manage escalations, and own SLAs and post‑mortems.

Build AI-enabled agents and workflows using Claude Code, n8n, Make, and Zapier, integrate with engineering and product, and continuously improve knowledge bases and processes while coaching the team.

Qualifications

• Proven experience leading small analytics/support teams and maintaining SLAs.
• Strong SQL skills and ability to debug complex queries.
• Hands-on with automation and AI tooling to reduce manual work.
• Clear, structured English writing for playbooks and docs.
• Experience designing AI-enabled agents and workflows.

Responsibilities

• Lead a small team of Analysts, set priorities, own escalations and SLAs.
• Build and maintain automations and AI agents to reduce manual work.
• Write playbooks and documentation; fix recurring issues at root cause.
• Investigate complex data pipeline issues and coach the team.
• Collaborate with Engineering, Product and Customer Success.

Skills

Leadership

SQL

Python

Automation

English writing

Tools

Claude Code

n8n

Make

Zapier

MCP

Job description

Improvado is seeking a Technical Support Team Lead to design and ship the automation and AI layer that keeps our support fast, reliable, and scalable. You will lead a small team of Analysts, manage escalations, and own SLAs and post‑mortems.

Build AI-enabled agents and workflows using Claude Code, n8n, Make, and Zapier, integrate with engineering and product, and continuously improve knowledge bases and processes while coaching the team.