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Support Team Lead

Scale AI· Gen AI Operations
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Hybrid (Argentina; Mexico City, MX)Full-timePosted 2mo ago

About the role

The Support Team Manager leads a team of Support Specialists, balancing hands-on people management with operational oversight to ensure high-quality support experiences, coaching, performance management, escalations handling, and cross-functional collaboration.

Responsibilities

  • Lead, coach, and develop a team of Support Specialists (Tier 1-3) through regular 1:1s, structured feedback, and performance conversations; foster a collaborative, accountable, and high-performing team culture.
  • Monitor and evaluate team performance across quality, productivity, CSAT, SLA attainment, and adherence metrics; identify trends and create action plans for continuous improvement.
  • Manage day-to-day team operations including ticket queue health, schedule adherence, coverage coordination, and shift handoffs; ensure workflows, policies, and documentation are updated as processes evolve.
  • Serve as the primary escalation point for complex or unresolved contributor issues; support agents with difficult tickets to ensure timely, high-quality resolutions with complete documentation.
  • Track and report on team performance metrics, surfacing trends and actionable insights to the Regional Workforce Manager; maintain records of team health and outcomes for data-driven decisions.
  • Partner with Leadership, Quality, Enablement, and SME teams to drive process improvements and contributor experience enhancements; communicate updates and support change management.
  • Support onboarding of new team members and contribute to ongoing training and development; identify growth opportunities and partner on performance improvement plans (PIPs).

Qualifications

  • Minimum 2 years of direct people management experience in a customer support or operations environment with a track record of leading teams and driving performance outcomes.
  • Strong written and verbal communication skills in English.
  • Proven ability to manage competing priorities, make decisions under pressure, and deliver constructive feedback effectively.
  • Proficiency in Zendesk, Slack, and Google Workspace; comfortable with multiple systems and reporting platforms.
  • Experience with data and analytics tools such as Redash or Snowflake; familiarity with basic coding/scripting is a plus.
  • High ownership and accountability; people-first mindset; adaptable, proactive, and committed to continuous learning and team growth.

Skills

Required:People managementCommunication (English)Quality, productivity, CSAT, SLA trackingEscalation managementAnalytics & reporting
Last updated Jul 29, 2026. Interested? Apply on the company site.
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About Scale AI

Data-centric infrastructure to accelerate the development of AI

Scale accelerates the development of AI within organizations of any size to deliver critical business insights and operational efficiency. Its data-centric infrastructure platform leverages RLHF (Reinforced Learning with Human Feedback) to help organizations build the strongest AI models that supercharge their business, with customers across industries including Meta, Microsoft, U.S. Army, DoD’s Defense Innovation Unit, Open AI, General Motors, Toyota Research Institute, Brex, Instacart and Flexport.

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