Support Team Lead

LATAM💼 Full-time🗓 2026-07-27 → 2026-09-26

Core

Lead, coach, and develop a team of Support Specialists (Tier 1-3) to ensure high-quality support experiences and drive operational performance.

Role type

Senior IC support team lead

Builds

Customer support operations and team performance

Domain

Customer support / Operations

Deliverable

dashboards & analysis

Required skills

People management, performance coaching, escalation handling, data analytics, process improvement, cross-functional collaboration, team training

Preferred skills

Experience in tiered support structures, familiarity with data tools (Redash, Snowflake), basic coding/scripting

Technologies

Zendesk, Slack, Google Workspace, Redash, Snowflake

Responsibilities

Lead and coach team members through 1:1s and performance conversations; Monitor team metrics (quality, productivity, CSAT, SLA); Manage ticket queues, schedules, and shift handoffs; Resolve complex escalations and guide agents on difficult tickets; Report on team performance and operational outcomes; Partner with Quality, Enablement, and SME teams on process improvements.

Seniority

Senior, hands-on IC

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About scaleai

At Scale, our mission is to develop reliable AI systems for the world's most important decisions. Our products provide the high-quality data and full-stack technologies that power the world's leading models, and help enterprises and governments build, deploy, and oversee AI applications that deliver real impact. We work closely with industry leaders like Meta, Ernst & Young, Mayo Clinic, Time Inc., the Government of Qatar, and U.S. government agencies including the Army and Air Force. We are expanding our team to accelerate the development of AI applications.