Tier II Technical Support Team Lead
hace 2 semanas
Our AI continuously improves SEO, marketing, and online ordering to grow first-party orders. Unlike other companies that force small business owners to master their software to drive sales, Owner gives them a proven system run by experts.
Owner is like having an army of engineers and marketers on your side, just like the big chains.
Our vision We're starting by helping independent restaurants succeed online.
But it's not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.
Once we nail the solution for restaurants – we'll scale it into every other local business type.
In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.
Read our Series C memo here →
Our traction Since 2020, we've generated tens of millions in revenue and processed over half a billion dollars of online orders. 1 in 5 Americans have used an website.
More importantly, we've helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.
Our team Our team is now in the low hundreds. We've got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.
We'll be scaling even faster in 2026 to keep pace with our customer growth.
Where we work Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location.
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.
- 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.
- 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.
- 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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