Customer Support Lead

• Lead and grow a team of L1/L2 support analysts: hiring, coaching, coverage and performance.
• Own support operations and SLAs for enterprise merchants, including processes, escalation matrix and tooling (Zendesk/Zoho Desk).
• Act as the senior escalation point for critical incidents, coordinating with merchants and internal teams.
• Lead RCA and post-mortems for recurring incidents and follow up on corrective actions.
• Define and report support KPIs (FRT, resolution time, SLA, CSAT) and turn them into action plans.
• Join retention and SLA reviews with strategic clients alongside Account Management.
• Build the knowledge base and drive AI and automation in support.
• Bring the voice of the customer to Product, Engineering, Compliance and Operations.

• 6+ years in customer or technical support, including 2–3 years leading teams.
• Experience in fintech, payments or B2B SaaS with enterprise clients.
• Strong knowledge of payment flows and LATAM methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards).
• Comfortable with APIs, HTTP errors and log analysis in Grafana.
• Advanced Zendesk or Zoho Desk, plus Jira, Slack and Excel/BI; AI tools a plus.
• Track record with SLAs, KPIs and process design.
• Fluent English and Spanish; Portuguese a plus.