Tier I Support Team Lead
New
O
Owner.comSaaS, SMB software
LATAM - Colombia, Mexico or Costa RicaFull-TimeManager
Salary30,000 USD per year
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Job Details
- Languages
- Spanish, English
- Experience
- 3–6 years of experience in customer support; 1–2 years in a leadership, senior agent, SME, or acting lead role
- Required Skills
- SalesforceCoachingQuality AssuranceCustomer supportSaaS
Requirements
- 3–6 years of experience in customer support in SaaS or marketplace environments.
- 1–2 years in a leadership, senior agent, SME, or acting lead role.
- Direct experience in coaching and developing support staff.
- Strong proficiency with support tools like Salesforce, Talkdesk, or Intercom.
- Proven ability to manage metrics including SLA, productivity, and CSAT.
- Excellent communication skills with ability to deliver feedback.
- High organizational skills and ability to make decisions independently.
- Ability to work in a fast-paced, high-volume environment.
Responsibilities
- Lead and develop frontline agents via structured 1:1s and live coaching.
- Reinforce SOPs, workflows, and decision frameworks.
- Partner with QA to calibrate expectations and address performance trends.
- Monitor SLA, productivity, schedule adherence, and CSAT daily.
- Identify and address skill or performance gaps decisively.
- Build a culture of accountability and support within the team.
- Partner with leadership to surface gaps in documentation, training, or tooling.
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