Technical Support Lead

This is a fully remote position, open to applicants in Colombia, +1 more state.

📋 Description

• Lead a team of six Implementers to execute hands-on technical SEO for clients.

• Automate and enhance processes through platform and agentic solutions.

• Conduct weekly one-on-ones, coaching sessions, performance discussions, daily team syncs, and lead huddles.

• Oversee capacity management, project planning, quarterly team goals, and time tracking approvals.

• Address complex client escalations, customer calls, contract-related matters, and conflicts.

• Manage accounts at risk of churning, including post-mortems and offboarding discussions.

• Monitor team escalations until resolution.

• Foster client relationships and uphold the team's quality standards for onboarding and implementation.

• Evaluate the fit for new prospects and lead strategy assessments for underperforming accounts.

• Diagnose schema errors, indexation problems, traffic declines, migration issues, and platform or integration failures.

• Ensure fixes are effective before closing issues and collaborate with Product and Engineering teams.

• Own team, customer, retention, and health scorecards, along with leadership reporting.

• Develop and maintain dashboards, trackers, internal tools, and API integrations.

• Create and pilot AI tools utilized by the team.

• Manage and update the SOP library, package scopes, shared templates, and cross-team process modifications.

⛳️ Requirements

• AI native or highly skilled in using AI tools.

• Exceptional spoken and written English proficiency (C1 to C2).

• 1 to 2+ years of direct team management experience.

• 3 to 5+ years of experience handling client escalations during live calls.

• 1 to 2+ years of practical SEO experience.

• Capability to diagnose schema errors, indexation issues, and traffic drops.

• Technical fluency to collaborate directly with engineers.

• Understanding of how a site, CMS, and API are interconnected.

• Experience managing a structured onboarding or implementation process from start to finish.

• Familiarity with building internal tools, dashboards, or automations.

• Working knowledge of Linear, ClickUp, Hubstaff, Stripe, and API integrations like GSC, GA4, and GBP.

• Ability to work during EST hours.

🏝️ Benefits

• 15 days of Paid Time Off (PTO).

• Paid holidays for Christmas Day and New Year's Day.