Senior Tier II Support Lead – Coaching & Ops Excellence

Owner.com; A distancia; MXN 637,000; Jornada completa

Descripción de la vacante

A growing tech company is seeking a Tier II Support Team Lead to elevate their support team in Mexico or Colombia. This remote role requires strong technical troubleshooting skills and experience in coaching team members. Key responsibilities include improving support quality, refining workflows, and collaborating cross-functionally. The estimated annual compensation for this position is equivalent to $35,000 USD, along with comprehensive health coverage and unlimited PTO.

Servicios

Comprehensive health coverage

Unlimited PTO

Work from anywhere

Formación

• 3–6 years of customer or technical support experience, preferably in SaaS.
• 1–3 years of experience leading a technical support team.
• Fluency in English required; Spanish is a plus.

Responsabilidades

• Coach Tier II specialists to handle complex issues.
• Improve quality through QA calibration and SOP governance.
• Refine workflows and monitor team metrics.

Conocimientos

Technical troubleshooting skills

Coaching and mentoring

Strong communication

Pattern identification

Herramientas

Salesforce

Jira

RingDNA/Talkdesk

Descripción del empleo

A growing tech company is seeking a Tier II Support Team Lead to elevate their support team in Mexico or Colombia. This remote role requires strong technical troubleshooting skills and experience in coaching team members. Key responsibilities include improving support quality, refining workflows, and collaborating cross-functionally. The estimated annual compensation for this position is equivalent to $35,000 USD, along with comprehensive health coverage and unlimited PTO.