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Support Team Lead

Scale AI

Customer Success & Support Mexico City Mexico Remote Lead Permanent Jul 30, 2026

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What You'll Do

Lead, coach, and develop a team of Support Specialists through regular 1:1s and performance conversations. Monitor and evaluate team performance across quality, productivity, and adherence metrics. Manage day-to-day team operations including ticket queue health and schedule adherence. Serve as the primary escalation point for complex contributor issues and support agents with difficult tickets.

What We're Looking For

Minimum 2 years of direct people management experience in a customer support or operations environment. Strong written and verbal communication skills in English. Proficiency in support and collaboration tools including Zendesk, Slack, and Google Workspace.

Additional Information

Experience Level

Lead / Principal

Employment Type permanent

Work Mode

Remote

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