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Tier I Support Team Lead

1 month, 2 weeks ago
Mexico, Colombia, Costa Rica
Full-time
Lead
Customer Support
Customer and Technical Support
CRM Salesforce
Apply Now
Owner.com

Owner.com

Owner.com is the ultimate solution for restaurant owners, providing online ordering, automated marketing, and custom websites to boost sales and brand presence.

Internet Software & Services
11-50
Founded 2020
$29M raised
View All Jobs 28

Description

  • Lead and develop a pod of Tier I support agents through structured 1:1s, live coaching, and timely feedback.
  • Monitor day-to-day support performance and take corrective action when standards are not being met.
  • Reinforce SOPs, workflows, and decision frameworks to drive quality, accuracy, and consistency.
  • Partner with QA to calibrate expectations, review trends, and turn QA insights into coaching actions.
  • Track SLA, productivity, schedule adherence, attendance, and CSAT to maintain operational performance.
  • Identify skill, behavior, clarity, or effort gaps and address them through coaching or performance management.
  • Maintain strong Tier I to Tier II handoffs and escalate issues appropriately.
  • Foster a culture of accountability, clear expectations, and supportive feedback.
  • Surface gaps in training, documentation, tooling, or process and help improve Tier I support operations.
  • Collaborate with other Team Leads, the Support Manager, Tier II, and QA to ensure alignment and coverage.

Requirements

  • 3–6 years of experience in customer support, ideally in a high-volume SaaS or marketplace environment.
  • 1–2 years of experience in a leadership, senior agent, SME, or acting lead role with direct coaching responsibility.
  • Strong passion for coaching and developing others while holding firm performance standards.
  • Proven ability to manage SLA, productivity, attendance, and quality metrics day to day.
  • Ability to diagnose performance issues related to skill, behavior, clarity, or effort and respond decisively.
  • Highly organized, proactive, and comfortable making decisions without constant direction.
  • Clear, direct, and empathetic communication skills with the ability to deliver feedback that drives change.
  • Experience with support tools such as Salesforce, Talkdesk, Intercom, or similar CRM/telephony platforms.
  • Spanish/English bilingual fluency is a strong plus.
  • Restaurant, hospitality, or marketplace support experience is a plus.

Benefits

  • Estimated base salary range of $30k USD.
  • Comprehensive health coverage.
  • Remote-first workplace.
  • Unlimited PTO.
  • Extra fun perks.

Interested in this position?

Apply directly on the company website

Apply Now

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