Customer Experience Team Lead

📋 Description

• Global team leadership, coaching, and talent development for 6–12 agents.
• Oversee operations and KPI tracking to meet SLAs and regional performance.
• Own complex technical escalations across SMB, Mid-Market, Enterprise.
• Collaborate with Product, Engineering, and Sales to align on support needs.
• Drive process optimization and projects to improve onboarding and docs.

🎯 Requirements

• 2+ years in technical support team lead role or similar leadership role.
• SaaS experience in hospitality/food tech with POS integrations.
• Hands-on data tools: Grafana, Postman, BigQuery, Looker.
• Entry-level Python certification or equivalent.
• Translate KPI data into actionable support workflows.
• Strong communication and cross-functional collaboration; English fluency.

🎁 Benefits

• Dedicated learning budget for skill growth.
• Challenging global projects with industry impact.
• Culture of innovation with frequent feature releases.
• Collaborate with a diverse, global team.
• Be part of a scaling SaaS unicorn.
• Regionally tailored rewards and benefits.