Scale AI4 дня назад

Support Team Lead

Зарплата не указана

Argentina; Mexico City

Обязанности

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

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

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