Tier II Technical Support Team Lead

Why we are looking for you

We're looking for a strategic, technically strong, and people-focused Tier II Support Team Lead to help scale and elevate our growing Tier II team. If you love solving complex problems, developing others, improving systems, and driving operational excellence, this role is for you.

The Tier II Support Team Lead will guide a small but high-impact team responsible for resolving advanced technical issues, supporting integrations, and shielding the Engineering org from unnecessary escalations. You'll play a key role in coaching the team, refining processes, owning performance metrics, and working cross-functionally with Support, Product, and Engineering to continuously raise our bar for quality.

This role is remote, based in Mexico or Colombia with a strong preference for candidates located in or near Mexico City (CDMX) or Bogotá.

The impact you will have

• Elevate the technical strength of Support: You'll coach Tier II specialists to become confident, consistent, and high-performing troubleshooters capable of handling complex customer and system issues.
• Improve quality across the entire Support org: Through QA calibration, SOP governance, and training partnerships, you'll help reduce repeat escalations and improve customer experience end-to-end.
• Increase operational efficiency: By refining workflows, monitoring team metrics, and driving clearer processes, you'll help Tier II meet and exceed goals around SLA adherence, one-call resolution, and productivity.
• Scale Tier II sustainably: You'll help build the systems, documentation, and training required for Tier II to grow into a fully mature technical support function.

Who you'll work with

• Report directly to the Director of Support
• Work closely with Tier II Technical Support Agents — guiding their growth through coaching, 1:1s, feedback, and technical mentorship.
• Partner closely with Support Team Leads, Support Enablement, and our QA Analyst to drive quality and training initiatives.
• Work cross-functionally with Product Managers and Engineering Leads, especially across integrations, POS, and recurring technical issues.
• Collaborate with CSM, Launch, and other customer-facing teams to strengthen escalation paths, knowledge sharing, and troubleshooting practices.

What we're looking for

• 3–6 years of customer support or technical support experience, ideally in SaaS.
• 1–3 years of experience coaching, mentoring, or leading a technical support function (Team Lead, SME, Supervisor, or similar).
• Strong technical troubleshooting skills—comfortable digging into complex workflows, APIs, integrations, sync logic, and platform behavior.
• Proven ability to elevate team performance through coaching, QA calibration, and feedback loops.
• Familiarity with Salesforce, RingDNA/Talkdesk, Jira/Linear, admin consoles, log analysis, or similar support tools.
• Comfortable managing escalations and communicating clearly with both technical and non-technical audiences.
• Skilled in identifying patterns, surfacing product gaps, and advocating for long-term fixes.
• A calm, supportive leader who thrives in fast-paced, high-volume environments.
• English fluency is required. Spanish bilingual fluency is a strong plus.
• Restaurant, hospitality, or marketplace support experience is a plus.

Pay and benefits

• The estimated yearly compensation for this role is the local equivalent to $35,000 USD.
• Other benefits include comprehensive health coverage, work from anywhere, unlimited PTO - plus extra fun perks

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