SaaS Customer Support Team Lead — Coaching & KPIs

Apollo.io; Ciudad de México; Híbrido; MXN 712,000 - 1,069,000; Jornada completa

Descripción de la vacante

A leading SaaS platform in Ciudad de México is seeking a Customer Support Team Lead to drive the success of the support team through effective coaching and development. You will monitor performance, develop coaching plans, and lead efforts in creating a positive environment. Ideal candidates will have at least 2 years of leadership experience in customer support and a strong command of English. This position emphasizes a data-driven approach and effective cross-functional collaboration.

Formación

• 2+ years in a leadership role within customer support or a related field.
• Prior experience with SaaS, CRM, and telephony tools is a bonus.
• English (Advanced Level Required).

Responsabilidades

• Monitor team performance and develop coaching plans.
• Utilize KPIs to identify areas for growth and focus discussions.
• Lead weekly team meetings focusing on skill development.

Conocimientos

Coaching & Development

KPI Analysis & Reporting

Conflict Resolution

Cross-Functional Collaboration

Operational Inspection

Herramientas

Salesforce

Zendesk

Freshdesk

Descripción del empleo

A leading SaaS platform in Ciudad de México is seeking a Customer Support Team Lead to drive the success of the support team through effective coaching and development. You will monitor performance, develop coaching plans, and lead efforts in creating a positive environment. Ideal candidates will have at least 2 years of leadership experience in customer support and a strong command of English. This position emphasizes a data-driven approach and effective cross-functional collaboration.