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 integral enterprise retailers—receive exceptional post-purchase experiences.What You'll DoLead, coach, and mentor a team of Support Specialists to deliver world-class support across platforms such as Shopify, Amazon, Etsy, and other eCommerce channelsEnsure consistent delivery of high-quality, real-time support via chat and ticketing systemsAct as the primary escalation point for complex or high-impact customer issuesPerformance & KPI ManagementMonitor 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 performanceDrive accountability and ownership within the teamData-Driven Insights & ImprovementAnalyze support data and customer insights to identify recurring issues and operational gapsLead initiatives to improve processes, reduce ticket volume, and enhance customer experienceProvide actionable recommendations to stakeholders based on data trendsCross-Functional CollaborationPartner with Product Management and Engineering teams to escalate issues and provide quantitative feedback on customer pain pointsContribute to shaping product improvements and reducing friction in the user journeyRepresent the Support team in cross-functional discussionsProcess,



Knowledge & AutomationOversee development and maintenance of knowledge base articles and internal documentationDrive process standardization, workflow improvements, and support automation initiativesEnsure the team follows best practices in support operationsTechnical LeadershipGuide team members in troubleshooting and understanding system behavior "under the hood"Encourage continuous learning in APIs, SaaS systems, and integrationsSupport technical skill development within the teamCulture & EngagementFoster a collaborative, high-performance, and customer-centric team culturePromote values of operational excellence and customer delightSupport team engagement, retention, and professional growthWho We're Looking ForExperience4–6 years in Technical/Application Support within SaaS, e-commerce, or enterprise software environmentsAt least 1–2 years of experience in a Team Lead or supervisory roleEducationPreferred background in Computer Science or related fields (B.Tech, M.Tech, BCA, MCA, B.Sc.-IT, M.Sc.-IT)Technical & Product KnowledgeStrong understanding of enterprise B2B SaaS products and customer lifecycleFamiliarity with APIs, webhooks, and API testing tools (Postman, Insomnia)Tools & SystemsExperience with helpdesk/ticketing platforms (Freshdesk, Zendesk, Salesforce, ServiceNow)Familiarity with CRM tools such as HubSpot is a plusStrong knowledge of support KPIs and SLAs (CSAT, FRT, AHT, backlog management)Experience driving measurable customer outcomes and operational improvementsCore CompetenciesStrong leadership, coaching, and people management skillsExcellent communication skills with the ability to simplify technical conceptsAnalytical, proactive, and solution-oriented mindsetAbility to thrive in a fast-paced, global SaaS environmentStrong technical curiosity and passion for understanding systems and integrations#J-*****-Ljbffr

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