Support Team Lead (LATAM)

• Team Management:
  • Lead, mentor, and manage a team of customer support representatives.
  • Set clear performance expectations and provide regular feedback.
  • Conduct performance evaluations and develop improvement plans as needed.
• Customer Support Operations:
  • Oversee daily support operations to ensure prompt and accurate issue resolution.
  • Ensure the team adheres to established SLAs and KPIs.
• Customer Satisfaction:
  • Implement strategies to enhance customer satisfaction and loyalty.
  • Drive initiatives to collect and increase the number of 5-star reviews from customers.
  • Collaborate with operations and product to resolve complex customer issues and improve overall customer experience.
• Reporting and Analytics:
  • Generate and review reports on team performance, customer satisfaction, and ticket resolution.
  • Use data-driven insights to optimize support processes and achieve targets.
  • Report key metrics and insights to senior management.
• Training and Development:
  • Identify training needs and organize regular training sessions for the support team.
  • Stay updated on product features, industry trends, and best practices to ensure the team is well-equipped to assist customers.

• Proven experience in a customer support or team lead role, preferably in a SaaS, Shopify or tech environment.
• Strong leadership and team management skills, with a track record of driving team performance.
• Excellent communication skills in English (both written and verbal).
• Customer-centric mindset with a focus on delivering exceptional customer service.
• Ability to work across flexible schedules and timezones
• Ability to analyze data and use insights to drive performance improvements.
• Experience working in a remote environment and managing remote teams.
• Familiarity with support tools like Zendesk, Intercom, or similar platforms.
• Scrappy, fast and resourceful
• Self-driven with an entrepreneurial approach and ability to work autonomously with limited guidance / supervision

• Fully-remote.
• Regardless of the type of contract (employee or consultant), there is a guaranteed minimum of 18 days off per year.
• Freedom to work where you're the happiest and be a part of a team that cares about your success and well-being.

• Micro-managing
• Egos
• Drama

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