**Support Team Lead**
**What You’ll Do**
Team Leadership & Delivery
- Lead, coach, and mentor a team of Support Specialists to deliver world-class support across platforms such as Shopify, Amazon, Etsy, and other eCommerce channels
- Ensure consistent delivery of high-quality, real-time support via chat and ticketing systems
- Act as the primary escalation point for complex or high-impact customer issues
Performance & KPI Management
- Monitor and manage team performance across key metrics (CSAT, FRT, AHT, SLA adherence, backlog health)
- Conduct regular performance reviews, coaching sessions, and feedback loops to improve agent performance
- Drive accountability and ownership within the team
Data-Driven Insights & Improvement
- Analyze support data and customer insights to identify recurring issues and operational gaps
- Lead initiatives to improve processes, reduce ticket volume, and enhance customer experience
- Provide actionable recommendations to stakeholders based on data trends
Cross-Functional Collaboration
- Partner with Product Management and Engineering teams to escalate issues and provide quantitative feedback on customer pain points
- Contribute to shaping product improvements and reducing friction in the user journey
- Represent the Support team in cross-functional discussions
Process, Knowledge & Automation
- Oversee development and maintenance of knowledge base articles and internal documentation
- Drive process standardization, workflow improvements, and support automation initiatives
- Ensure the team follows best practices in support operations
Technical Leadership
- Guide team members in troubleshooting and understanding system behavior “under the hood”




- Encourage continuous learning in APIs, SaaS systems, and integrations
- Support technical skill development within the team
Culture & Engagement
- Foster a collaborative, high-performance, and customer-centric team culture
- Promote AfterShip’s values of operational excellence and customer delight
- Support team engagement, retention, and professional growth
**Who We’re Looking For**
Experience
- 4-6 years in Technical/Application Support within SaaS, e-commerce, or enterprise software environments
- At least 1-2 years of experience in a Team Lead or supervisory role
Education
- Preferred background in Computer Science or related fields (B.Tech, M.Tech, BCA, MCA, B.Sc.IT, M.Sc.IT)
Technical & Product Knowledge
- Strong understanding of enterprise B2B SaaS products and customer lifecycle
- Familiarity with APIs, webhooks, and API testing tools (Postman, Insomnia)
- Ability to read and understand code (Python, JavaScript) is a strong advantage
Tools & Systems
- Experience with helpdesk/ticketing platforms (Freshdesk, Zendesk, Salesforce, ServiceNow)
- Familiarity with CRM tools such as HubSpot is a plus
Support Excellence
- Strong knowledge of support KPIs and SLAs (CSAT, FRT, AHT, backlog management)
- Experience driving measurable customer outcomes and operational improvements
Core Competencies
- Strong leadership, coaching, and people management skills
- Excellent communication skills with ability to simplify technical concepts
- Analytical, proactive, and solution-oriented mindset
- Ability to thrive in a fast-paced, integral SaaS environment
- Strong technical curiosity and passion for understanding systems and integrations
Work Location: Remote

📌 Technical Support Team Lead (Guadalajara)
🏢 Supportzebra
📍 Guadalajara