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 (México)
🏢 TalentAmp
📍 México