Support Team Leader: Coaching & Performance

United States Digital Space LLC; Ciudad de México; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

United States Digital Space LLC in Mexico City is seeking a Support Team Manager to lead a team of Support Specialists (Tier 1-3) and balance hands-on leadership with operational oversight across ticket queues, escalations, and performance metrics.

You will coach, develop, and develop team members; drive continuous improvement; collaborate with cross-functional teams; and ensure high-quality support experiences while maintaining accountability in a fast-paced environment.

Formación

• Minimum 2 years of direct people management experience in a customer support or operations environment.
• Strong written and verbal communication skills in English.
• Proficiency in support and collaboration tools including Zendesk, Slack, and Google Workspace.
• Experience with data and analytics tools such as Redash or Snowflake.
• High ownership and accountability with a people-first mindset.

Responsabilidades

• Lead, coach, and develop a team of Support Specialists (Tier 1-3) through regular 1:1s, structured feedback, 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 the Regional Workforce Manager.
• Partner with Leadership, Quality, Enablement, and SME teams to drive process improvements.

Conocimientos

People management

English communication

Prioritization

Decision making

Herramientas

Zendesk

Slack

Google Workspace

Redash

Snowflake

Descripción del empleo

United States Digital Space LLC in Mexico City is seeking a Support Team Manager to lead a team of Support Specialists (Tier 1-3) and balance hands-on leadership with operational oversight across ticket queues, escalations, and performance metrics.

You will coach, develop, and develop team members; drive continuous improvement; collaborate with cross-functional teams; and ensure high-quality support experiences while maintaining accountability in a fast-paced environment.