Customer Support Team Lead

TL;DR

Customer Support Team Lead (SaaS): Driving success of customer support team through coaching, performance monitoring, and operational excellence with an accent on KPIs, feedback culture, and cross-functional collaboration. Focus on developing representatives, resolving escalations, and optimizing processes for customer retention and employee growth.

Location: Office, Mexico City. Contribute to in-office leadership presence in a hybrid/in-office environment while maintaining connection with remote teams.

Company

Leading AI-native SaaS go-to-market platform for revenue teams, providing verified B2B contact data and outreach tools, trusted by 500,000+ companies globally.

What you will do

• Provide coaching and developmental feedback via weekly 1:1s, focusing on behavioral improvements and performance trends.
• Monitor KPIs to identify growth areas and develop action plans from performance inspections.
• Lead weekly team meetings on skill development, team-building, and business updates.
• Serve as escalation point for unresolved customer issues and contribute to cross-functional projects for customer experience.
• Foster continuous learning through training, mentoring, and career progression.
• Maintain communication on processes, changes, and expectations across teams.

Requirements

• English: Advanced level required
• 2+ years in a leadership role within customer support or related field
• Proficiency in CRM & ticketing systems (Salesforce, Zendesk, Freshdesk), data analytics, and telephony tools
• Strong skills in coaching, KPI analysis (CSAT, AHT, FCR, SLA), conflict resolution, QA, and process optimization
• Experience in cross-functional collaboration, stakeholder management, and change management
• Ability to contribute to in-office leadership presence in Mexico City hybrid/in-office environment

Nice to have

• Prior experience with SaaS, CRM, and telephony tools

Culture & Benefits

• AI-native culture focused on continuous improvement, productivity, and automation.
• Emphasis on extreme ownership, focus, urgency, voracious learning, and collaboration.
• Investment in growth with resources, support, autonomy, and opportunities for bold ideas and impact.
• All-for-one team support across departments.