Lead a High-Performing Technical Support Team
We are seeking an experienced and dependable Technical Support Team Lead to oversee a remote team of Tier 1 Technical Support Agents supporting customers across North America.
This role is adecuado for someone who enjoys developing people, improving processes, and creating an environment where quality, accountability, and customer service excellence can thrive.
As a Team Lead, you will play a key role in driving team performance, supporting day-to-day operations, coaching team members, and ensuring customers receive timely and effective technical support.
We're looking for someone who leads by example, communicates clearly, remains calm under pressure, and has a proven track record of reliability and leadership.
What You'll Be Doing
- Lead, coach, and support a team of remote Technical Support Agents
- Monitor team performance and productivity metrics
- Conduct regular coaching and feedback sessions
- Assist agents with escalated customer issues and technical challenges
- Ensure adherence to established support processes and documentation standards
- Review ticket quality and documentation accuracy
- Support onboarding and training of new team members
- Identify performance trends and opportunities for improvement
- Collaborate with management to achieve operational goals
- Promote a culture of accountability, professionalism, and continuous improvement
- Serve as a point of escalation for complex customer situations
- Help maintain service levels and customer satisfaction standards
Remote Work Environment Requirements
To be successful in this role, candidates must have:
- A dedicated, professional workspace free from distractions
- Reliable high-speed, wired internet connection
- Ability to work independently without direct supervision
- Consistent availability during scheduled working hours
Technical Requirements (Essential)
To be co
📌 Technical Support Team Lead (México)
🏢 Resolv.Global
📍 México
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