Remote Tier II Support Team Lead: Elevate & Scale

Owner.Com; A distancia; MXN 638,000; Jornada completa

Descripción de la vacante

A leading software company is seeking a Tier II Technical Support Team Lead to enhance their customer support team. This role involves coaching and mentoring support specialists, improving quality control, and managing escalations. The ideal candidate has 3-6 years of technical support experience, strong troubleshooting skills, and is fluent in English, with Spanish being a plus. The position is remote, preferably for candidates in Mexico or Colombia, offering a competitive salary and benefits including unlimited PTO.

Servicios

Comprehensive health coverage

Unlimited PTO

Flexible work from anywhere

Formación

• 3-6 years of customer or technical support experience, ideally in SaaS.
• 1-3 years in a Team Lead or similar role.
• Fluent in English, bilingual in Spanish is a strong advantage.

Responsabilidades

• Coach Tier II specialists to handle complex issues.
• Improve quality through QA calibration and training.
• Monitor team metrics to drive operational efficiency.

Conocimientos

Technical troubleshooting skills

Coaching and mentoring

Pattern identification

Bilingual in English and Spanish

Customer support experience

Herramientas

Salesforce

Jira

Talkdesk

Descripción del empleo

A leading software company is seeking a Tier II Technical Support Team Lead to enhance their customer support team. This role involves coaching and mentoring support specialists, improving quality control, and managing escalations. The ideal candidate has 3-6 years of technical support experience, strong troubleshooting skills, and is fluent in English, with Spanish being a plus. The position is remote, preferably for candidates in Mexico or Colombia, offering a competitive salary and benefits including unlimited PTO.