Support Team Lead

TL;DR

Support Team Lead (Customer Support): Leading and developing a tiered team of Support Specialists while managing performance, escalations, and daily support operations with an accent on coaching, service quality, and data-driven improvement. Focus on analyzing operational metrics, resolving complex contributor issues, coordinating coverage, and building a culture of accountability and continuous learning.

Location: Argentina or Mexico City, Mexico

Company

hirify.global develops reliable AI systems, high-quality data, and full-stack technologies for organizations building and deploying AI applications.

What you will do

• Lead, coach, and develop Support Specialists across Tier 1–3 through regular one-on-ones, feedback, and performance conversations.
• Monitor quality, productivity, CSAT, SLA attainment, and adherence metrics, then create action plans for improvement.
• Oversee ticket queues, schedules, coverage coordination, shift handoffs, workflows, policies, and documentation.
• Handle complex escalations and guide agents toward timely, well-documented resolutions.
• Report team health, individual performance, and operational trends to the Regional Workforce Manager.
• Partner 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.
• Demonstrated ability to lead teams, improve performance outcomes, and develop individual contributors.
• Strong written and verbal English communication skills required.
• Ability to manage competing priorities, make sound decisions under pressure, and provide constructive feedback.
• Proficiency with Zendesk, Slack, Google Workspace, and multiple support or reporting systems.
• High ownership, accountability, adaptability, empathy, 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 or Snowflake, data and analytics tools, or basic coding and scripting.

Culture & Benefits

• People-first environment focused on accountability, empathy, and continuous improvement.
• Opportunity to support the development of AI applications used by leading organizations and government agencies.
• Inclusive and equal opportunity workplace with reasonable accommodations available during the application process.