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Support Team Lead
Scale AIAI Infrastructure company
Mexico City, MexicoLead
Accel
Y Combinator
Founders Fund
Index Ventures
Coatue
Meta
Operations & Strategy
About the role
TL;DR
Lead and manage a team of Support Specialists, driving performance and ensuring quality customer support.
- •Role Summary The Support Team Manager is responsible for the day-to-day leadership and performance of a team of Support Specialists, serving as the primary connection between frontline agents and broader operational leadership.
- •This role balances hands-on people management with operational oversight, including but not limited to coaching team members, driving performance outcomes, managing escalations, and ensuring contributors receive consistent, high-quality support experiences.
- •The ideal candidate leads with curiosity, communicates proactively, and holds themselves and their team to a high standard of accountability, quality, and continuous improvement.
- •Success in this role requires strong judgment, a people-first mindset, and the ability to thrive in a fast-paced, evolving environment.
- •Key Responsibilities Team Leadership & Coaching: Lead, coach, and develop a team of Support Specialists (Tier 1-3) through regular 1:1s, structured feedback, and performance conversations.
- •Foster a collaborative, accountable, and high-performing team culture.
- •Recognize strong performance and address performance concerns in a timely and constructive manner.
- •Performance Management: Monitor and evaluate team performance across quality, productivity, CSAT, SLA attainment, and adherence metrics.
- •Identify trends, surface insights, and create action plans to drive continuous improvement at both the individual and team levels.
- •Operational Oversight: Manage day-to-day team operations including ticket queue health, schedule adherence, coverage coordination, and shift handoffs.
- •Ensure workflows, policies, and documentation are consistently followed and updated as processes evolve.
- •Escalation Management: Serve as the primary escalation point for complex or unresolved contributor issues.
- •Support agents with difficult tickets, providing guidance and decision-making to ensure timely, high-quality resolutions with complete documentation.
- •Reporting & Analytics: Track and report on team performance metrics, surfacing trends and actionable insights to the Regional Workforce Manager.
- •Maintain accurate records of team health, individual performance, and operational outcomes to support data-driven decisions.
- •Cross-functional Collaboration: Partner with Leadership, Quality, Enablement, and SME teams to drive process improvements and contributor experience enhancements.
- •Communicate updates effectively and support the team through change management initiatives.
- •Team Development & Training: Support the onboarding of new team members and contribute to ongoing training and development.
- •Identify individual growth opportunities and partner with leadership on performance improvement plans (PIPs) where needed.
- •Minimum Qualifications Experience: Minimum 2 years of direct people management experience in a customer support or operations environment, with a demonstrated track record of leading teams, driving performance outcomes, and developing individual contributors.
- •Previous experience as a Support Specialist, SME, or Team Lead within a tiered support structure is a plus.
- •Skills: Strong written and verbal communication skills in English.
- •Proven ability to manage competing priorities, make sound decisions under pressure, and deliver constructive feedback effectively.
- •Technical: Proficiency in support and collaboration tools including Zendesk, Slack, and Google Workspace.
- •Comfortable working across multiple systems and reporting platforms.
- •Experience with data and analytics tools such as Redash or Snowflake, or familiarity with basic coding/scripting, is a plus.
- •Attributes: High ownership and accountability.
- •People-first mindset with the ability to balance empathy and operational efficiency.
- •Adaptable, proactive, and committed to continuous learning and team growth.
- •What Success Looks Like Successful Team Managers build trust while holding their teams accountable.
- •They coach through curiosity, empower agents to work more independently, and communicate proactively with both their team and stakeholders.
- •They prioritize based on business impact, foster a culture of continuous learning, and consistently deliver results across quality, productivity, and contributor experience metrics.
- •PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role.
- •This allows us to ensure a fair and thorough evaluation of all applicants.
- •About Us: 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.
- •We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an inclusive and equal opportunity workplace.
- •We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status.
- •We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities.
- •If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected].
- •Please see the United States Department of Labor's Know Your Rights poster for additional information.
- •We comply with the United States Department of Labor's Pay Transparency provision.
- •PLEASE NOTE: We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities that may be of interest and sharing with our affiliates.
- •We limit the personal data we collect to that which we believe is appropriate and necessary to manage applicants’ needs, provide our services, and comply with applicable laws.
- •Any information we collect in connection with your application will be treated in accordance with our internal policies and programs designed to protect personal data.
- •Please see our privacy policy for additional information.
Required skills
Customer ServiceSlack
Nice-to-have skills
Snowflake
Tech stack
SlackSnowflake
