Team Lead- Tech Support

Remote
Full Time
Experienced

Job Title: Team Lead Tech
Company: Puzzle
Location: Honduras, Remote

About Puzzle:

At Puzzle, we are dedicated to delivering innovative technology solutions to businesses across various industries. Our team of passionate professionals is committed to helping our clients achieve their business goals by leveraging the power of technology.

Job Summary:

We are seeking a proactive and customer-oriented individual to join our team as an L2 Software Technical Support Specialist. The ideal candidate will possess excellent communication skills, problem-solving abilities, and a passion for delivering exceptional customer service.

Team Leadership & Coaching

  • Supervise a distributed tech support team (3–6 agents): performance reviews, daily check-ins, and capacity planning.

  • Mentor team members on advanced troubleshooting, customer service best practices, and internal systems.

Process & Escalation Management

  • Oversee ticket workflow (via Zendesk, Freshdesk, Intercom, etc.): ensure SLAs are met, escalation protocols followed, and responses aided by standard knowledge base content.

  • Analyze recurring issues and collaborate with product/engineering teams to implement root-cause fixes and process enhancements.

Quality Assurance & Reporting

  • Conduct QA on email/chat/video support; provide clear feedback and training when needed.

  • Report monthly metrics on ticket volume, resolution times, customer feedback, agent performance, and support quality.

Stakeholder & Cross‑Functional Collaboration

  • Liaise with product, engineering, and account teams to ensure cohesive customer experience.

  • Represent support team in planning sessions for CRM feature rollouts or updates.

Customer Engagement

  • Handle escalated cases or high-impact client issues personally, leveraging video calls and screen sharing.

  • Ensure premium service delivery tailored to small business clients (roofing contractors).

Continuous Improvement

  • Identify tool/process improvements (e.g. CRM automations, Zapier workflows, support integrations).

  • Maintain and update internal FAQs, playbooks, and training materials.

Required Qualifications

  • +3 years in technical support roles, including ≥1 year as a frontline coach, shift lead, or mentor.

  • Hands-on experience with B2B SaaS or CRM support, especially supporting small businesses.

  • Strong working knowledge of ticketing/live chat platforms (e.g. Freshdesk, Zendesk, Intercom).

  • Excellent communication skills in both English (verbal & written) and Spanish.

  • Proven ability to coach, lead, and drive high-performing teams in a remote setting.

  • Solid analytical skills and comfort with support metrics dashboards.

  • Familiarity with automation tools (Zapier, API integrations, Google Apps) is a plus.

Join Us and Enjoy These Perks!

  • Competitive Salary: Earn a USD salary that matches your skills and experience.
  • Paid Time Off: We value work-life balance, offering PTO so you can recharge.
  • Health Insurance Subsidy: Your health matters, and we help with a subsidy to cover your care.
  • Salary Reviews every year!
  • Paid Training and Certifications

Ready to put your puzzle-solving skills to the test? Join our team today!

Want to learn more about us?

LinkedIn: Puzzle
Instagram: @puzzle.tech_

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