Application Support Team Lead
Job Type: Full-time
Location: Guadalajara, Jal. (Required)
Work Location: Remote

Your Mission
As a Support Team Lead, your mission is to drive world-class customer support by leading a team of Support Specialists delivering timely, accurate, and empathetic assistance across SaaS products. You will be responsible for team performance, operational excellence, and continuous improvement, ensuring customers— from SMBs to general enterprise retailers—receive exceptional post-purchase experiences.

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

📌 Application Support Team Lead (Guadalajara)
🏢 SupportZebra
📍 Guadalajara