Customer Support Lead

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Lead and develop a team of L1/L2 support analysts, focusing on hiring, coaching, operational coverage, and performance management.

• Oversee support operations and service level agreements (SLAs) for enterprise merchants, encompassing processes, escalation protocols, and tooling (Zendesk/Zoho Desk).

• Serve as the primary escalation point for critical incidents, facilitating coordination between merchants and internal teams.

• Conduct root cause analysis (RCA) and post-mortem reviews for recurring issues, ensuring follow-up on corrective actions.

• Establish and report on support key performance indicators (KPIs) such as first response time (FRT), resolution time, SLA adherence, and customer satisfaction (CSAT), translating them into actionable plans.

• Participate in retention and SLA review meetings with strategic clients alongside the Account Management team.

• Develop the knowledge base and promote the implementation of AI and automation within support processes.

• Represent the voice of the customer to Product, Engineering, Compliance, and Operations teams.

⛳️ Requirements

• A minimum of 6 years in customer or technical support, including 2 to 3 years in a leadership role.

• Experience in the fintech sector, payments, or B2B SaaS, particularly with enterprise clients.

• In-depth understanding of payment flows and LATAM payment methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards).

• Proficient with APIs, HTTP errors, and log analysis using Grafana.

• Advanced skills in Zendesk or Zoho Desk, in addition to experience with Jira, Slack, and Excel/BI; familiarity with AI tools is a plus.

• Proven track record in managing SLAs, KPIs, and process design.

• Fluency in both English and Spanish; Portuguese language skills are advantageous.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and training.

• Flexible work arrangements and a supportive company culture.