About the Role We are seeking a SaaS Team Lead to lead a technical support team in a fast-paced SaaS/eCommerce environment . This role combines people leadership, technical support, KPI management, and process improvement.
Key Responsibilities
Lead, coach, and mentor Support Specialists.
Serve as the escalation point for complex customer and technical issues.
Monitor CSAT, FRT, AHT, SLA adherence, backlog, and resolution metrics .
Conduct performance reviews and coaching sessions.
Analyze support trends to identify recurring issues and improve customer experience.
Partner with Product and Engineering teams to resolve issues and communicate customer feedback.
Improve support processes, documentation, workflows, and automation.
Guide team members in troubleshooting applications, APIs, integrations, and SaaS systems.
Promote a collaborative, customer-focused, and high-performance team culture.




Requirements
4–6 years of Technical/Application Support experience in SaaS, eCommerce, or enterprise software.
1–2+ years of Team Lead or supervisory experience.
Strong understanding of SaaS products, customer support operations, and support KPIs .
Familiarity with REST APIs, webhooks, and API testing tools such as Postman or Insomnia.
Ability to understand basic Python or JavaScript is a plus.
Experience with Zendesk, Freshdesk, Salesforce, ServiceNow , or similar ticketing platforms.
Strong leadership, communication, analytical, and problem-solving skills.
Bachelor's degree in Computer Science, IT, or related field preferred.
Job Type: Full-time
Work Location: Remote

📌 SaaS Team Lead (Ciudad de México)
🏢 TalentAmp
📍 Ciudad de México