Team Lead, Managed Support

Job Overview

We are seeking a Team Lead, Managed Support to manage a team of Operations Associates in Mexico City. As a Team Lead, you will be responsible for managing up to 10 Operations Associates and acting as their primary point of contact for performance management, coaching, and planning.

Responsibilities

• Guide the team in troubleshooting and resolving external user issues.
• Own operational performance, setting clear goals and driving delivery against individual and team KPIs.
• Manage capacity, scheduling, workload allocation, and day-to-day priorities.
• Ensure team members have the skills, tools, and resources needed to succeed.
• Identify and implement process improvements that increase productivity, reduce manual effort, and improve the user experience.
• Foster a culture of continuous improvement by refining team processes and procedures.
• Coach and mentor team members through structured career development conversations, continuous feedback, and formal performance reviews.
• Build an engaged, motivated, inclusive, and welcoming team environment.
• Support recruitment and hiring initiatives.

Requirements

• 5+ years experience leading operations teams as a team lead
• Excellent interpersonal and communications skills
• Exemplary planning and time management skills
• Proven ability to collaborate effectively with multiple, cross-functional stakeholders to achieve results
• Previous experience mentoring others and are able to constructively provide feedback to others
• Ability to motivate the team and keep them engaged in an otherwise structured process
• Proven ability to be subject matter experts in the relevant line of business
• Prior experience in customer service or internal/external user-facing operations

Preferred Qualifications

• Experience in delivering weekly and monthly business metrics and reporting
• Experience in new process launch and continuous improvement