Team Lead, Support

Job Summary:

 The Team Lead Support is responsible for overseeing ticket quality SLA adherence and operational performance of the Level 1 POS Support team ensuring consistent and accurate support delivery aligned with defined service standards.

The Team Lead provides clear functional leadership and authority within the L1 team guiding ticket control prioritization discipline and support execution standards.

The Team Lead works closely with L1 agents to ensure proper ticket handling escalation readiness and continuous improvement across POS support operations and will be in close collaboration with L2 Senior Agents to streamline consultation escalation and troubleshooting processes where L2 is involved.

Qualifications :

What Youll Do:

• Coach and guide L1 POS Support agents in daily ticket handling prioritization and troubleshooting approaches to improve support effectiveness and consistency.
• Monitor ticket queues and support activity in Zoho Desk to ensure proper classification prioritization and SLA alignment across the team.
• Oversee adherence to service level agreements (SLAs) proactively identifying risks of violations and guiding agents to reduce response and resolution breaches.
• Conduct structured ticket audits (pre- and post-closure) to validate categorization accuracy prioritization troubleshooting quality and resolution completeness.
• Analyze ticket trends quality gaps and recurring issues to drive improvements in support processes agent practices and knowledge application.
• Support agents in ticket prioritization decisions and workload focus to ensure timely handling of high-impact or time-sensitive cases.
• Track and report team performance metrics including SLA compliance resolution performance ticket quality and operational KPIs.
• Collaborate with L2 Support level on escalated issues through Zoho ensuring clear escalation context and readiness from L1 tickets.
• Identify recurring product or support issues from ticket analysis and communicate improvement opportunities to relevant teams.
• Maintain alignment with internal service standards and POS support procedures across the L1 team.
• Support onboarding and continuous training of L1 agents on POS workflows ticket standards and support best practices.
• Participate in operational reviews and service improvement initiatives within the POS support function.
• Act as the primary knowledge lead for POS system updates and new functionalities ensuring timely adoption and effective knowledge transfer to the L1 team.

Minimum Qualifications (knowledge skills and abilities):

• Minimum three (3) years of experience in technical support helpdesk or software customer support roles in POS SaaS or comparable technology environments including experience in a team lead supervisory or senior support capacity.
• Experience working with ticketing systems such as Zoho Desk ServiceNow Zendesk or similar platforms.
• Solid understanding of ticket lifecycle management including classification prioritization SLA tracking resolution quality and structured ticket control practices.
• Experience reviewing auditing or improving support tickets cases or service desk quality.
• Strong analytical and organizational skills to interpret support metrics manage ticket queues effectively and maintain SLA performance.
• Ability to coach guide and provide functional leadership to support agents ensuring prioritization discipline and consistent ticket handling standards.
• Experience working with escalation workflows and collaboration with higher-level support teams (e.g. L2/L3).
• Bilingual EnglishSpanish with strong written and verbal communication skills.
• Ability to work onsite MondayFriday 11:0019:00 schedule.
• Ability to travel up to 20% domestically and internationally.
• Ability to work under operational pressure while maintaining authority quality standards and SLA focus.
• Ability to travel up to 20% of time domestically and internationally for training alignment or implementation support purposes.

Preferred Qualifications/ Nice to Have:

• Experience in restaurant hospitality or retail technology environments including POS ordering payment kitchen or delivery platform ecosystems
• ITIL or service management training.
• Possession of a valid passport and U.S. tourist / business visa.

Remote Work :

No

Employment Type :

Full-time