Support Team Lead (AI)

Location: Argentina or Mexico City, Mexico

Company

Scale AI develops reliable AI systems, high-quality data, and full-stack technologies for AI applications used by enterprises, governments, and industry leaders.

What you will do

• Lead, coach, and develop Tier 1–3 Support Specialists through 1:1s, feedback, performance conversations, and development plans.
• Monitor quality, productivity, CSAT, SLA attainment, and adherence metrics, then create action plans for improvement.
• Oversee ticket queues, schedules, coverage coordination, shift handoffs, workflows, and documentation.
• Act as the escalation point for complex contributor issues and difficult support tickets.
• Report team health, individual performance, and operational outcomes to the Regional Workforce Manager.
• Collaborate with Leadership, Quality, Enablement, and SME teams on process improvements, onboarding, training, and change management.

Requirements

• At least 2 years of direct people management experience in a customer support or operations environment.
• Experience leading teams, driving performance outcomes, and developing individual contributors.
• Strong written and verbal English communication skills.
• Ability to manage competing priorities, make sound decisions under pressure, and provide constructive feedback.
• Proficiency with Zendesk, Slack, Google Workspace, multiple systems, and reporting platforms.
• High ownership, accountability, adaptability, and commitment to continuous learning.

Nice to have

• Previous experience as a Support Specialist, SME, or Team Lead in a tiered support structure.
• Experience with Redash, Snowflake, data and analytics tools, or basic coding and scripting.

Culture & Benefits

• People-first approach balanced with operational efficiency and accountability.
• Focus on continuous learning, team growth, and proactive communication.
• Inclusive and equal opportunity workplace.
• Reasonable accommodations are available during the application and recruiting process.