JobPosting
title: Support Team Lead
description: Role Summary The Support Team Lead is responsible for day-to-day leadership and performance of a team of Support Specialists. This role balances hands-on people management with operational oversight, including coaching team members, driving performance outcomes, managing escalations, and ensuring contributors receive consistent, high-quality support experiences. The ideal candidate leads with curiosity, communicates proactively, and holds themselves and their team to a high standard of accountability, quality, and continuous improvement. Key Responsibilities Team Leadership & Coaching: Lead, coach, and develop a team of Support Specialists through regular 1:1s, structured feedback, and performance conversations. Foster a collaborative, accountable, and high-performing team culture. Performance Management: Monitor and evaluate team performance across quality, productivity, CSAT, SLA attainment, and adherence metrics. Identify trends, surface insights, and create action plans to drive continuous improvement. Operational Oversight: Manage day-to-day team operations including ticket queue health, schedule adherence, coverage coordination, and shift handoffs. Escalation Management: Serve as the primary escalation point for complex or unresolved contributor issues. Reporting & Analytics: Track and report on team performance metrics, surfacing trends and actionable insights. Cross-functional Collaboration: Partner with Leadership, Quality, Enablement, and SME teams to drive process improvements and contributor experience enhancements. Team Development & Training: Support the onboarding of new team members and contribute to ongoing training and development. Minimum Qualifications Experience: Minimum 2 years of direct people management experience in a customer support or operations environment. Skills: Strong written and verbal communication skills in English. Proven ability to manage competing priorities, make sound decisions under pressure, and deliver constructive feedbac…
date posted: 2026-07-28T14:09:29.119Z
valid through: 2026-10-02T16:03:17.535Z
direct apply: false
occupational category: Operations
industry: Technology
skills: Zendesk
skills: Slack
skills: Google Workspace
skills: English
skills: people management
skills: performance management
skills: escalation management
skills: reporting
skills: analytics
skills: cross-functional collaboration
skills: data and analytics tools
skills: basic coding/scripting
skills: Redash
skills: Snowflake
hiring organization: Scale
job location: Place
  address: PostalAddress
    address locality: Argentina; Mexico City
    address country: MX
employment type: FULL_TIME