Tech Support Team Lead — Customer Success Champion

Remote En Baubap; Guanajuato; Sur place; MXN 450 000 - 650 000; Plein temps

Résumé du poste

Teletrac Navman in Mexico is seeking a Technical Support Team Lead to drive day-to-day performance, discipline, and development of the support team. You will translate priorities into actionable plans and ensure timely resolution of cases.

You will coach agents, oversee escalations, and collaborate with Product, Development, and Customer Success to reduce backlog, improve quality, and deliver a consistent customer experience across regions.

Qualifications

• Proven experience in technical support or service operations.
• Experience leading, coaching, and holding people accountable.
• Knowledge of support operations metrics (SLAs, backlog, aging).
• Ability to analyze data and translate findings into actions.
• Strong written and verbal communication for escalations.

Responsabilités

• Manage 24-hour resolution, backlog, and aging.
• Coach team members and conduct performance reviews.
• Coordinate with cross-functional teams to remove blockers.
• Review quality and feedback to improve customer experience.
• Communicate performance updates to stakeholders.

Connaissances

Technical support

Leadership

Data analysis

CRM tools

Communication

Formation

Post-secondary qualification

Outils

Salesforce

Description du poste

Teletrac Navman in Mexico is seeking a Technical Support Team Lead to drive day-to-day performance, discipline, and development of the support team. You will translate priorities into actionable plans and ensure timely resolution of cases.

You will coach agents, oversee escalations, and collaborate with Product, Development, and Customer Success to reduce backlog, improve quality, and deliver a consistent customer experience across regions.