Support Team Lead: Coaching & Ops for CX Excellence

Scale AI; Ciudad de México; On-site; MXN 720,000 - 1,200,000; Full time

Job summary

Scale AI in Mexico City is seeking a Support Team Manager to lead a Tier 1-3 support team, balancing hands‑on coaching with operational oversight to ensure high‑quality, consistent customer experiences.

You will drive performance metrics, manage escalations, and collaborate with cross‑functional partners to optimize processes and contributor outcomes, while mentoring agents through regular feedback and development plans. A 90‑day reconsideration policy may apply.

Qualifications

• Minimum 2 years of direct people management experience in a customer support or operations environment.
• Strong written and verbal communication skills in English.
• Proficiency with Zendesk, Slack, and Google Workspace; comfortable with multiple systems and reporting platforms.
• Experience with data analytics tools like Redash or Snowflake is a plus.

Responsibilities

• 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; surface insights and drive improvements.
• Oversee day-to-day operations including ticket queue health, schedule adherence, and handoffs.
• Serve as primary escalation point for complex issues and guide timely, high-quality resolutions.
• Track and report on team metrics; partner with Regional Workforce Manager on data-driven decisions.
• Collaborate cross-functionally with Leadership, Quality, Enablement, and SME teams to drive process improvements.
• Support onboarding and ongoing training; coordinate performance improvement plans when needed.

Skills

People management

English communication

Zendesk

Slack

Google Workspace

Redash/Snowflake (data)

Basic coding/scripting

Tools

Zendesk

Slack

Google Workspace

Job description

Scale AI in Mexico City is seeking a Support Team Manager to lead a Tier 1-3 support team, balancing hands‑on coaching with operational oversight to ensure high‑quality, consistent customer experiences.

You will drive performance metrics, manage escalations, and collaborate with cross‑functional partners to optimize processes and contributor outcomes, while mentoring agents through regular feedback and development plans. A 90‑day reconsideration policy may apply.