Operations Support Lead

Job Summary

Leading day-to-day Support operations, the full-time Operations Support Lead will ensure adherence to SLAs and quality standards while serving as the primary liaison between Customer, Product, Engineering, and Operations teams in a remote environment.

Key Responsibilities

• Structure and coordinate Support team schedules, ensuring service continuity and effective shift coverage
• Lead incident management processes, standardizing escalation and response procedures to minimize recurrence
• Monitor operational performance metrics, ensuring deliverables meet quality standards and driving continuous improvement initiatives

Required Qualifications

• Fluent in English; advanced Spanish proficiency (written and spoken)
• Proven experience in Support Operations or IT/Tech Support coordination
• Strong skills in ticket/incident management and SLA governance
• Demonstrated ability to manage shift schedules and coordinate onboarding processes
• Data-driven decision-making skills, with the ability to define goals and KPIs