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Scale is hiring a Support Team Manager to lead a team of Support Specialists (Tier 1-3) in Argentina and Mexico City. This is a hands-on people management role balancing direct team leadership with operational oversight.
Key responsibilities include:
- Leading, coaching, and developing Support Specialists through regular 1:1s, structured feedback, and performance conversations
- Monitoring team performance across quality, productivity, CSAT, SLA attainment, and adherence metrics
- Managing day-to-day operations including ticket queue health, schedule adherence, coverage coordination, and shift handoffs
- Serving as the primary escalation point for complex or unresolved issues
- Tracking and reporting team performance metrics to the Regional Workforce Manager
- Partnering with Leadership, Quality, Enablement, and SME teams on process improvements
- Supporting onboarding and ongoing training for team members
Minimum qualifications:
- 2+ years of direct people management experience in customer support or operations
- Demonstrated track record of leading teams, driving performance outcomes, and developing individual contributors
- Strong written and verbal communication skills in English
- Proficiency in support tools (Zendesk, Slack, Google Workspace)
- High ownership, accountability, and people-first mindset
- Adaptability and commitment to continuous learning
Experience with data/analytics tools (Redash, Snowflake) or basic coding/scripting is a plus. The ideal candidate leads with curiosity, communicates proactively, and holds themselves and their team to high standards of accountability and quality.
