Support Team Lead: Coach, Optimize & Elevate Support

WhateverAI; Ciudad de México; Presencial; MXN 420.000 - 660.000; Jornada completa

Descripción de la vacante

Scale is seeking a Support Team Manager to lead a Tier 1-3 support group, balancing hands-on coaching with operational oversight in a fast-paced environment. You will drive quality, CSAT, and SLA outcomes, manage escalations, and partner with cross-functional teams to improve processes, business impact, and contributor experience.

The role emphasizes accountability, curiosity, and a people-first mindset. This position requires strong communication, leadership, and a data-informed approach in a

Formación

• Minimum 2 years of direct people management experience in a customer support or operations environment.
• Strong written and verbal communication skills in English.
• Experience with ticketing and collaboration tools; data-driven mindset.

Responsabilidades

• Lead, coach, and develop a team of Support Specialists (Tier 1-3) through regular 1:1s and performance conversations.
• Monitor and evaluate team performance across quality, productivity, CSAT, SLA attainment, and adherence metrics.
• Manage day-to-day team operations including ticket queue health, schedule adherence, coverage coordination, and shift handoffs.
• Serve as the primary escalation point for complex or unresolved contributor issues.
• Track and report on team performance metrics, surfacing trends and actionable insights to leadership.
• Partner with Leadership, Quality, Enablement, and SME teams to drive process improvements.

Conocimientos

Team leadership

English communication

People management

Prioritization

Herramientas

Zendesk

Slack

Google Workspace

Redash

Snowflake

Basic scripting

Descripción del empleo

Scale is seeking a Support Team Manager to lead a Tier 1-3 support group, balancing hands-on coaching with operational oversight in a fast-paced environment. You will drive quality, CSAT, and SLA outcomes, manage escalations, and partner with cross-functional teams to improve processes, business impact, and contributor experience.

The role emphasizes accountability, curiosity, and a people-first mindset. This position requires strong communication, leadership, and a data-informed approach in a