Scale AI27 days ago
Руководитель службы поддержки
Salary not specified
MARKET
13,534 ₽median for this role
Tech Lead / Team Lead · 166 jobs with disclosed pay
5,250half of the offers: 9,771–18,1061.2 млн
The employer didn't disclose pay — compare with the market yourself.
Argentina; Mexico City
Responsibilities
- 01Lead, coach, and develop a team of Support Specialists (Tier 1-3) through regular 1:1s, structured feedback, and performance conversations
- 02Monitor and evaluate team performance across quality, productivity, CSAT, SLA attainment, and adherence metrics
- 03Manage day-to-day team operations including ticket queue health, schedule adherence, coverage coordination, and shift handoffs
- 04Serve as the primary escalation point for complex or unresolved contributor issues
- 05Track and report on team performance metrics, surfacing trends and actionable insights to the Regional Workforce Manager
- 06Partner with Leadership, Quality, Enablement, and SME teams to drive process improvements and contributor experience enhancements
- 07Support the onboarding of new team members and contribute to ongoing training and development
Requirements
- 01Minimum 2 years of direct people management experience in a customer support or operations environment
- 02Demonstrated track record of leading teams, driving performance outcomes, and developing individual contributors
- 03Strong written and verbal communication skills in English
- 04Proven ability to manage competing priorities, make sound decisions under pressure, and deliver constructive feedback effectively
- 05High ownership and accountability
- 06People-first mindset with the ability to balance empathy and operational efficiency
- 07Adaptable, proactive, and committed to continuous learning and team growth
What we offer
- 0190-day waiting period before reconsidering candidates for the same role
- 02Inclusive and equal opportunity workplace
- 03Reasonable accommodations provided for applicants with physical and mental disabilities