At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.

Department Focus:

The Customer Experience team at Deliverect is dedicated to empowering our customers' success through personalized guidance and round-the-clock support, ensuring businesses of all sizes can maximize the potential of our products. As passionate advocates for our users, our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide. Committed to providing tailored support and acting as the central point for feedback, we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey.

Your Impact:

As the Customer Experience - Team Lead at Deliverect, you will lead a global team of technical support specialists who handle complex technical issues. This is not a traditional customer service role, your team will be the first line of defense for diagnosing and resolving highly technical issues that directly impact business operations for our SMB, mid-market, and enterprise customers. This role leads support specialists with focus on exceptional customer service, efficient technical issue resolution, and alignment of support strategies across teams. With a strong passion for coaching, workflow optimization, and stakeholder management, you will enhance the team's performance and drive initiatives to improve the overall customer experience.

*This is a full-time, office-based role to start, with the option to work from home up to two days per week upon agreement.

What you will do

Global Team Leadership: Manage and develop a global team of 6-12 highly technical frontline and premium support agents. Provide hands-on coaching, with a strong emphasis on technical troubleshooting, API-level problem solving, and platform configuration. Ensure the team is equipped to resolve complex issues across POS integrations, system automations, and real-time data syncing. Drive performance through ongoing skills development and technical mentoring, tailored to the unique demands of SMB, Mid-Market, and Enterprise customers.

Operational Excellence: Oversee daily operations with a focus on accurate technical diagnostics and efficient issue resolution to ensure efficient ticket solving, customer satisfaction, and adherence to SLAs. Continuously evaluate and improve support processes and workflows.

Stakeholder Collaboration: Work closely with internal teams, including Product, Engineering, and Sales, to resolve escalated issues, align on processes, and ensure smooth communication between CX and other departments.Influence product improvements by translating frontline technical insights into actionable recommendations, and ensure cross-functional alignment in how we support and scale complex customer needs.

Talent Management: Lead recruitment, promotions, and development of team members. Foster a culture of continuous learning and professional growth within the team.

Process Optimization & KPI Management: Analyze team performance metrics, implement strategies to improve efficiency, and ensure alignment across global hubs. Track and report on KPIs, including response time, resolution time, and customer satisfaction (CSAT).

Project Management: Lead and participate in key CX initiatives aimed at improving customer experience, such as launching new tools, updating internal documentation, and streamlining workflows.

What you will Bring

2+ years of experience as a technical support team lead, preferably within a SaaS company. You’ve managed teams in a fast-paced, dynamic environment, demonstrating strong leadership and team development skills.

Experience managing a geographically dispersed team, with an understanding of how to motivate and develop staffacross different time zones and cultural contexts.

Strong technical knowledge, particularly in supporting SaaS products, with experience resolving complex customer issues and mentoring your team in handling advanced technical inquiries.

Proven track record of managing day-to-day operations of a technical support team, focusing on meeting SLAs, improving KPIs, and optimizing workflows for efficiency.

Ability to analyze team performance metrics, use data insights to inform decisions, and track progress on key performance indicators such as customer satisfaction and ticket resolution times.

Experience leading and managing customer experience initiatives, including process improvements, tool implementation, and cross-functional projects.

Strong written and verbal communication skills, with the ability to effectively interact with internal stakeholders, including Product, Engineering, and Sales teams. Fluency in English and Spanish is essential.

A proven track record of supporting and developing team members, fostering a collaborative culture that encourages growth and performance improvement.

A typical Day

Set daily priorities, such as team check-ins to review open tickets and ensure alignment on SLAs. Provide feedback on team performance and address any escalated issues from the previous day.

Use data analysis tools to monitor team KPIs such as ticket response time, resolution rates, and CSAT. Based on these insights, adjust workflows or implement strategies to optimize performance across regions.

Spend time coaching individual team members, providing actionable feedback on technical troubleshooting, customer communication, and performance metrics. You’ll work closely with your team to develop their skills and improve overall service quality.

Regularly interact with Product, Engineering, and Sales teams to resolve complex or escalated technical issues. Your input ensures that customer needs are met and product improvements are informed by real-world support insights.

Continuously evaluate support processes, identify inefficiencies, and propose workflow improvements that reduce ticket resolution time and enhance the customer experience.

Oversee team development by conducting one-on-one meetings to discuss career progression, handling recruitment for new team members, and managing talent retention strategies.

Lead or participate in key customer experience initiatives, such as improving onboarding processes, enhancing internal documentation, or launching new tools to help the team work more efficiently.

Additional Information

Join Our Innovative Journey:

At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce.

What You'll Gain by Joining Us:

Invest in Your Growth-

We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.

Solve Meaningful Challenges-

Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.

Drive Innovation- Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions.

Collaborate with a Global Team-

Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.

Be Part of a Unicorn- Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact.

Enjoy Regionally Tailored Rewards- Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you’re supported with what matters most—right where you are.

Our Commitment to Inclusion:

We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed. We strongly encourage applications from underrepresented groups.

Important Information:

1. Fluency in English is required, with strong written and verbal communication skills being essential.

2. Applicants must possess the legal right to work in the country where the role is based, as we are currently unable to provide financial assistance for relocation or travel.

3. Please note that certain roles may require a background check as a condition of employment, and you will be informed of this during the initial screening process.

If you require any accommodations or support during the recruitment process due to a disability, please do not hesitate to contact us at talent@deliverect.com.

Ready to shape the future of commerce with us? Explore our opportunities and apply today!

Deliverect

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Customer Experience - Team Lead

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