Tech Team Leader

México
Permanente
Tiempo completo

Hace 10 días

Team Leader – Technical SupportThe Team Leader – Technical Support is a critical frontline leadership role responsible for guiding, mentoring, and managing a team of Technical Service Representatives (TSRs) who provide support across service, marketing, and technical functions. This role emphasizes strong technical support experience, particularly in resolving Level 1 and Level 2 issues, and is designed for individuals who excel in team coordination, process improvement, and performance development.The Team Leader ensures daily operational excellence by facilitating clear communication, maintaining service quality standards, and ensuring prompt, effective, and technically accurate customer resolutions. They play an essential role in the onboarding and development of team members, supporting them in reaching and exceeding KPIs, and ensuring adherence to company standards, security protocols, and service commitments.This position requires a hands-on leader who is not only capable of monitoring team performance but also of directly handling escalated technical cases and working closely with the Operations Manager to continuously improve support operationsThe Team Leader will operate in a hybrid work module and must have availability to work two days per week during the late day or overnight shift, ensuring proper leadership coverage and alignment with 24/7 support needs.Primary Responsibilities:Provide daily direction and communication to employees to ensure service/technical/marketing calls/chats/emails/transactions are answered in a timely, efficient and knowledgeable manner.● Provide continual evaluation of process and procedures.● Responsible for suggesting methods to improve area of operations, efficiency and service to both internaland external customers.● Be always available to employees who experience work and/or personal problems providing appropriatecoaching, counseling, direction and resolution.● Ensure to write and administer performance reviews for skills improvement.● Manage nesting agents to ensure proper performance before moving to the operations floor.● Incorporate performance intervention to accelerate learning.● Responsible for managing and motivating the CSRs to work simultaneously with them to hit KPIs andmetrics.● Assist Operations Manager to resolve customer complaints and issues● Handling employee related issues and monitoring transaction● Monitor Team performance in terms of e.g. NPS, CSAT, FCR, FRT, Adherence, and Attrition etc.● Ensure that employees adhere to the company's policies, procedures, guidelines, rules and work.● Manage the fair and consistent application of performance management and disciplinary measures asnecessaryTechnical Requirements

Solid understanding of technical support concepts (e.g. troubleshooting, ticketing systems, service-level agreements,identifying errors).
Experience with relevant tools (e.g,Jira, remote access tools, CRM platforms, Hubspot).
Basic networking and IT knowledge (e.g. DNS, VPN, APIs, software/hardware troubleshooting).
Ability to escalate and communicate effectively with product or engineering teams.
Capacity to understand client environments (cloud services, OS platforms, integration setups).

Leadership & Management Skills

Experience supervising or mentoring a team, ideally in a support or service environment.
Ability to set team goals, monitor KPIs/SLAs, and report on performance.
Conflict resolution and coaching abilities to handle performance issues or interpersonal challenges.
Capacity to prioritize tasks and delegate appropriately to ensure coverage and efficiency.

Communication Skills

Strong verbal and written communication, especially in handling client-facing escalations or internal documentation.
Skilled in communicating technical information clearly to non-technical stakeholders.
Ability to give clear, constructive feedback and facilitate 1:1s, team meetings, and performance reviews.

Customer-Centric Mindset

Understands customer support best practices and strives to improve customer satisfaction.
Proactive in identifying trends (e.g. recurring issues, product bugs) and collaborating on root cause solutions.

Process & Quality Focus

Familiarity with incident management processes and quality assurance practices.
Experience with creating or improving documentation, SOPs, or training resources.
Track record of optimizing support processes to improve response and resolution times.

Preferred Qualifications

2+ years of experience in technical support, with at least 1 year in a leadership role.
Background in Computer Science, Information Technology, or related field (preferred but not always required).
Experience in fast-paced or startup environments can be a strong asset.

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