Company DescriptionShiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions, to food and beverage and retail systems, payment gateways, data management, online distribution and more.
Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets.
Shiji is committed to connecting the general business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.

Job DescriptionJob Summary:
The Team Lead, Support is responsible for overseeing ticket quality, SLA adherence, and operational performance of the Level 1 POS Support team, ensuring consistent and accurate support delivery aligned with defined service standards.




The Team Lead provides clear functional leadership and authority within the L1 team, guiding ticket control, prioritization discipline, and support execution standards.
The Team Lead works closely with L1 agents to ensure proper ticket handling, escalation readiness, and continuous improvement across POS support operations and will be in close collaboration with L2 Senior Agents to streamline consultation, escalation and troubleshooting processes where L2 is involved.

QualificationsWhat You’ll Do:
- Coach and guide L1 POS Support agents in daily ticket handling, prioritization, and troubleshooting approaches to improve support effectiveness and consistency.
- Monitor ticket queues and support activity in Zoho Desk to ensure proper classification, prioritization, and SLA alignment across the team.
- Oversee adherence to service level agreements (SLAs), proactively identifying risks of violations and guiding agents to redu

📌 Team Lead, Support (México)
🏢 Shiji Group
📍 México