Remote Tier II Support Team Lead — Coach & Elevate Quality

Owner; México; A distancia; MXN 639,000; Jornada completa

Descripción de la vacante

A growing SaaS company is seeking a Tier II Support Team Lead to guide their technical support team. The position focuses on resolving complex issues while developing staff and improving workflows. Ideal candidates will have 3–6 years of customer support experience, strong technical skills, and the ability to coach team members. This role is remote, specifically targeting candidates in or near Mexico City or Bogotá, offering a competitive salary and a range of benefits.

Servicios

Comprehensive health coverage

Unlimited PTO

Work from anywhere

Formación

• 3-6 years of customer support or technical support experience, ideally in SaaS.
• 1-3 years of experience coaching or leading a technical support function.
• Strong technical troubleshooting skills.

Responsabilidades

• Coach Tier II specialists to elevate technical strength.
• Improve quality through QA calibration and training.
• Refine workflows and monitor team metrics.

Conocimientos

Customer support experience

Technical troubleshooting

Coaching and mentoring

Salesforce familiarity

English fluency

Herramientas

Salesforce

Jira

Log analysis tools

Descripción del empleo

A growing SaaS company is seeking a Tier II Support Team Lead to guide their technical support team. The position focuses on resolving complex issues while developing staff and improving workflows. Ideal candidates will have 3–6 years of customer support experience, strong technical skills, and the ability to coach team members. This role is remote, specifically targeting candidates in or near Mexico City or Bogotá, offering a competitive salary and a range of benefits.