Customer Experience Team Lead (SaaS)

TL;DR

Customer Experience Team Lead (SaaS): Leading and developing a high-performing technical support team to ensure success for SMB and enterprise clients with an accent on operational excellence and technical escalations. Focus on optimizing support workflows, monitoring KPIs like CSAT and SLAs, and collaborating with product and engineering teams to resolve complex technical issues.

Location: Hybrid in Mexico City (3 days office, 2 days remote)

Company

hirify.global is a scaling SaaS unicorn specializing in order management for the hospitality and food tech industries.

What you will do

• Manage, coach, and develop a global team of 6–12 frontline and enterprise support agents.
• Oversee daily hub operations and monitor key metrics (CSAT, SLAs, response times) to optimize regional performance.
• Take ownership of complex technical support escalations across SMB, Mid-Market, and Enterprise segments.
• Partner with internal Product, Engineering, and Sales teams to communicate support insights and resolve technical challenges.
• Continuously evaluate and refine support workflows, onboarding processes, and internal documentation.

Requirements

• 2+ years of experience in a technical support team lead role or comparable leadership capacity.
• Deep knowledge of SaaS environments, preferably within hospitality or food tech.
• Technical proficiency with Grafana, Bruno/Postman, BigQuery, and Looker.
• Entry-level certification in Python or equivalent work experience.
• Native or professional fluency in English.
• Must be based in Mexico City to fulfill hybrid work requirements.

Culture & Benefits

• Dedicated learning budget to support professional growth and skill expansion.
• Innovative environment with weekly releases and cutting-edge solutions.
• Collaboration within a diverse, international team that values transparency.
• Regionally tailored compensation and benefits packages.