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 Do
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
Ensure the team follows best practices in support operations
Technical Leadership
Guide team members in troubleshooting and understanding system behavior "under the hood"
Encourage continuous learning in APIs, SaaS systems, and integrations
Support technical skill development within the team
Culture & Engagement
Foster a collaborative, high-performance, and customer-centric team culture
Promote values of operational excellence and customer delight
Support team engagement, retention, and professional growth
Who We're Looking For
Experience
4–6 years in Technical/Application Support within SaaS, e-commerce, or enterprise software environments
At least 1–2 years of experience in a Team Lead or supervisory role
Education
Preferred background in Computer Science or related fields (B.Tech, M.Tech, BCA, MCA, B.Sc.-IT, M.Sc.-IT)
Technical & Product Knowledge
Strong understanding of enterprise B2B SaaS products and customer lifecycle
Familiarity with APIs, webhooks, and API testing tools (Postman, Insomnia)
Tools & Systems
Experience with helpdesk/ticketing platforms (Freshdesk, Zendesk, Salesforce, ServiceNow)
Familiarity with CRM tools such as HubSpot is a plus
Strong knowledge of support KPIs and SLAs (CSAT, FRT, AHT, backlog management)
Experience driving measurable customer outcomes and operational improvements
Core Competencies
Strong leadership, coaching, and people management skills
Excellent communication skills with the ability to simplify technical concepts
Analytical, proactive, and solution-oriented mindset
Ability to thrive in a fast-paced, global SaaS environment
Strong technical curiosity and passion for understanding systems and integrations
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📌 Application Support Team Lead (Jalisco)
🏢 SupportZebra
📍 Jalisco