SaaS Support Team Lead: Customer Delight & Ops Leader

SupportZebra; Región Centro; Presencial; MXN 420.000 - 640.000; Jornada completa

Descripción de la vacante

SupportZebra is seeking a Support Team Lead to drive world-class customer service for SaaS products, guiding a team of Support Specialists across platforms like Shopify, Amazon, and Etsy. You will own performance metrics, coach for empathy and accuracy, collaborate with Product and Engineering, and continually push process improvements to reduce ticket volume and improve the customer journey.

This role emphasizes data-driven decisions, cross-functional leadership, and a culture of operational

Formación

• 4–6 years in technical or application support within SaaS/e-commerce/enterprise software.
• At least 1–2 years in a team lead or supervisory role.
• Preferred background in Computer Science or related fields (B.Tech, M.Tech, BCA, MCA, B.Sc.-IT, M.Sc.-IT).

Responsabilidades

• Lead, coach, and mentor a team of Support Specialists across Shopify, Amazon, Etsy and other eCommerce channels.
• Ensure high-quality, real-time support via chat and ticketing systems.
• Act as the primary escalation point for complex or high-impact issues.
• Collaborate with Product and Engineering to relay customer pain points and drive improvements.
• Oversee knowledge base, processes, and automation to improve efficiency.

Descripción del empleo

SupportZebra is seeking a Support Team Lead to drive world-class customer service for SaaS products, guiding a team of Support Specialists across platforms like Shopify, Amazon, and Etsy. You will own performance metrics, coach for empathy and accuracy, collaborate with Product and Engineering, and continually push process improvements to reduce ticket volume and improve the customer journey.

This role emphasizes data-driven decisions, cross-functional leadership, and a culture of operational