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Tech Support Lead
Location
Brazil
Posted
6 days ago
Salary
0
Seniority
Senior
Job Description
Tech Support Lead
Mellro
• Lead the Tech Support operation, ensuring efficiency, quality and adherence to SLAs. • Design, structure and improve processes, support workflows, documentation and the knowledge base. • Monitor metrics such as backlog, SLA compliance, response time, resolution time, reopenings and productivity. • Coordinate management of critical incidents, conducting root-cause analyses and prevention plans. • Collaborate with Technology, Product and Business teams to prioritize requests and drive continuous improvement. • Define standards for support, escalation, classification and ticket closure. • Identify opportunities for automation, self-service and operational optimization. • Present metrics, risks and action plans to the executive team. • Lead the support operation and monitor the performance of service providers.
Job Requirements
- Proven experience leading Tech Support, Service Desk, Application Support or Service Delivery operations.
- Experience managing SLAs, incidents, backlogs, support queues and operational metrics.
- Experience coordinating teams, partners or vendors.
- Familiarity with tools such as ClickUp, Jira, Zendesk, ServiceNow or similar platforms.
- Ability to work closely with Engineering and Product teams, with understanding of concepts like APIs, integrations, databases and logs.
- Experience with process documentation and knowledge management.
Benefits
- Flexible working hours
- Day off
- Wellness platform
- Additional paid bonus days
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