*Esta vacante viene de la bolsa de empleo Talenteca.com* ### **Vacante para la empresa Headhunting en Iztacalco, Ciudad de México** **Leader of Customer Support** ------------------------------ **Location:** Mexico (Remote anywhere) **Work Model:** Fully Remote **Schedule:** Monday to Friday \| 11:00 AM 8:00 PM CST **Start Date:** ASAP **Employment Type:** Full\-time (via \*) ### **About the Company** We partner with a **global, high\-scale SaaS technology company** operating an AI\-powered, all\-in\-one platform used by **millions of businesses worldwide**. The platform supports extremely large\-scale infrastructure, handling billions of daily events, hundreds of microservices, and massive data volumes. The company operates with a **remote\-first, globally distributed culture that emphasizes**ownership, collaboration, continuous improvement, and customer impact. ### **Role Purpose** As **Leader****of Customer Support**, you will lead and optimize a high\-performing support organization focused on delivering exceptional customer experiences while maintaining operational excellence. This role is both **strategic and hands\-on**. You will shape team culture, improve performance metrics, act as an escalation point for complex issues, and continuously evolve processes in a fast\-growing SaaS environment. ### **What Were Looking For** A people\-first, data\-driven support leader with experience managing **technical support teams in SaaS or high\-volume environments**. You are curious about technology, proactive in problem\-solving, and comfortable leading teams through change and growth. ### **Key Responsibilities** * Lead, coach, motivate, and develop a team of **10\+ customer support professionals**. * Own hiring, scheduling, performance management, and policy enforcement. * Build and execute **strategic and operational improvement plans**. * Monitor support operations: ticket queues, live channels, bugs, and capacity. * Analyze operational data and turn insights into **actionable improvements**. * Redesign support processes, define SLAs, and implement quality improvements. * Provide technical guidance, documentation, and resources to the team. * Act as the **escalation point** for high\-severity or critical customer issues. * Collaborate cross\-functionally with internal teams. * Be available on Zoom (camera on) during working hours. ### **Must\-Have Requirements** * **Fluency in English and Spanish** (B2\+ minimum in English). * **4\+ years of experience managing technical support teams** (SaaS preferred). * Proven success leading teams of **10 or more direct reports**. * Experience with tools such as **Zendesk, Freshdesk, Zoho, Salesforce, or similar platforms**. * Strong project management, prioritization, and organizational skills. * Excellent listening, communication, and presentation abilities. * Strong customer\-facing problem\-solving skills. * Curious, proactive, and improvement\-oriented mindset. * Basic proficiency in **Excel or reporting tools**. ### **Nice to Have** * Experience in **rapidly scaling or high\-growth environments**. * Background in **process redesign or operational optimization**. * Familiarity with automation, metrics frameworks, or support tooling innovation. * Experience leading **global or multi\-time\-zone teams**. ### **What Success Looks Like** * Improved support KPIs (SLA compliance, CSAT, resolution time). * Strong team engagement, performance, and career development. * Operational stability during high\-demand periods. * Trusted partnership with internal stakeholders. * Continuous improvement driven by data, experimentation, and feedback. ### **Compensation** * Monthly salary range:**$40,000 to $45,000** (MXN gross). * Hired through **Remote** * Candidates must be comfortable with a **background check**, which may impact the hiring decision. ### **Interview Process** * Initial interview (People / Screening) * Two additional rounds: + People \& Culture interview + Hiring Manager / Panel interview ### **Culture Fit** This role suits someone who is: * Consultative and **tech\-curious**, eager to understand how customers operate. * Detail\-oriented and adaptable in fast\-changing environments. * Ownership\-driven and proactive. * Collaborative and people\-first. Send your updated resume in English to apply. **Nivel de educación deseada:** Media Superior **Nivel de experiencia deseada:** Nivel Medio **Función departamental:** Tecnología / Internet **Industria:** Internet **Habilidades:** * Leader of Customer Support * Customer Support * Atención al cliente *Esta vacante viene de la bolsa de empleo Talenteca.com:* *https://www.talenteca.com/anuncio?j\_id\=69443c5e520000450069c5b9\&source\=indeed*