SaaS Support Team Lead — Drive Customer Delight & Ops

SupportZebra; Región Centro; Presencial; MXN 450.000 - 650.000; Jornada completa

Descripción de la vacante

SupportZebra is seeking a proactive Support Team Lead to guide a team of Specialists delivering timely, accurate, and empathetic assistance across ecommerce platforms. You will drive customer outcomes, implement processes, and partner with product and engineering to reduce friction in the user journey.

You will coach the team, monitor KPIs (CSAT, FRT, SLA), manage workloads, and promote knowledge base improvements and automation.

Formación

• 4–6 years in Technical/Application Support within SaaS, e-commerce, or enterprise software environments.
• At least 1–2 years of experience in a Team Lead or supervisory role.
• Strong knowledge of enterprise B2B SaaS products and customer lifecycle.
• Familiarity with APIs, webhooks, and API testing tools (Postman, Insomnia).
• Experience driving measurable customer outcomes and operational improvements.
• Proven ability to lead, coach, and develop a high-performing support team.

Responsabilidades

• Lead, coach, and mentor a team of Support Specialists across platforms like Shopify, Amazon, Etsy, and other ecommerce channels.
• Ensure consistent delivery of high-quality, real-time support via chat and ticketing systems.
• Act as the primary escalation point for complex or high-impact customer issues.
• Partner with Product Management and Engineering to escalate issues and provide feedback on pain points.
• Oversee knowledge base maintenance, process standardization, and support automation initiatives.
• Drive accountability, performance reviews, and continuous improvement within the team.

Conocimientos

Leadership

Coaching

Analytical

Communication

Educación

Computer Science background

Herramientas

Freshdesk

Zendesk

Salesforce

ServiceNow

HubSpot

Descripción del empleo

SupportZebra is seeking a proactive Support Team Lead to guide a team of Specialists delivering timely, accurate, and empathetic assistance across ecommerce platforms. You will drive customer outcomes, implement processes, and partner with product and engineering to reduce friction in the user journey.

You will coach the team, monitor KPIs (CSAT, FRT, SLA), manage workloads, and promote knowledge base improvements and automation.