Tech Support Lead

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

📋 Description

• Oversee the Tech Support operations, ensuring effectiveness, quality, and compliance with SLAs.

• Develop, organize, and enhance processes, support workflows, documentation, and the knowledge repository.

• Track key metrics including backlog, SLA adherence, response times, resolution times, reopenings, and productivity levels.

• Manage critical incidents, performing root cause analyses and establishing prevention strategies.

• Work in partnership with Technology, Product, and Business teams to prioritize requests and promote ongoing enhancements.

• Set standards for support, escalation procedures, classification, and ticket resolution.

• Discover opportunities for automation, self-service solutions, and operational improvements.

• Report metrics, risks, and action plans to the executive leadership.

• Direct the support operations and evaluate the performance of service providers.

⛳️ Requirements

• Demonstrated experience in leading Tech Support, Service Desk, Application Support, or Service Delivery operations.

• Proven track record in managing SLAs, incidents, backlogs, support queues, and operational metrics.

• Experience in coordinating teams, partners, or vendors.

• Familiarity with tools such as ClickUp, Jira, Zendesk, ServiceNow, or similar platforms.

• Capacity to collaborate closely with Engineering and Product teams, with a solid understanding of concepts such as APIs, integrations, databases, and logs.

• Experience in process documentation and knowledge management.

🏝️ Benefits

• Flexible working hours

• Day off

• Wellness platform

• Additional paid bonus days