zcaler

Customer Support Team Leader

zcaler  •  Guatemala City, GT (Hybrid)  •  4 months ago
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Job Description


Our Client is revolutionizing how businesses support their global teams. The rise of remote work has unlocked global talent but also introduced logistical challenges in managing IT hardware, shipping, storage, and retrieval.
Their SaaS platform, integrated with global suppliers and warehouses, automates the entire IT hardware lifecycle. Today, they serve over 25,000 users and manage 100,000+ devices in more than 100 countries.
As a Customer Support Team Lead, you will guide a group of Customer Support Agents working US hours, helping them meet SLA targets, grow professionally, and continuously improve workflows and ticket quality. You will take ownership of agent performance, day-to-day ticket flow, training, and quality assurance. Your goal is to create a high-performing and motivated team while aligning with broader company and support objectives.

Responsibilities:
Day-to-Day Actions Monitoring

  • Oversee all communication channels in Zendesk (email, chat,
    Slack, SMS, WhatsApp) to ensure SLA compliance

  • Own and maintain Zendesk reporting dashboards, flag trends, and provide
    actionable feedback to agents

  • Report bugs or system issues in Slack with clear ticket links and
    context

  • Monitor squad tools (Order Tool or Retrievals) to ensure end-of-day
    (EOD) zero-action goals

  • Review agent open tickets daily and support timely resolution

Team Management

  • Lead team standups to align on priorities, goals, and blockers

  • Organise agent schedules, holiday tracking, and public holiday coordination

  • Distribute daily workload fairly and adjust for agent availability or outages

  • Conduct weekly or bi-weekly 1:1s with agents using 15Five, offering both praise and constructive feedback

  • Monitor KPIs and SLA metrics per agent and share performance updates with the CO Manager

Team Quality & Improvements

  • Ensure proper use of escalation pathways and prevent unnecessary escalations to Service Owners

  • Resolve complex escalated tickets directly or in collaboration with your squad

  • Identify training needs and support the creation of new Knowledge Base articles

  • Suggest workflow, process, or escalation improvements to the CS Manager, with input from agents

Who You Are:

  • Empathetic and people-focused, with a passion for mentoring and coaching

  • Skilled at ticket operations, metrics, and structured QA

  • Comfortable making decisions, organizing workflows, and leading in a
    remote-first team

  • Proactive, process-driven, and always seeking improvements

  • ​
    Strong communicator across email, chat, and internal documentation


Requirements


  • 4+ years in a customer support or service operations role

  • 2+ years of experience in a team lead or mentorship capacity

  • Recent experience with Zendesk is a must

  • Experience handling high-end escalations

  • Strong understanding in SLAs

  • Excellent time management and organisational skills

  • Experience working in fast-paced, remote environments

  • Experience creating process documentation and workflows

  • Advanced English (written and spoken)

Bonus Skills:

  • Familiarity with IT lifecycle, logistics, or hardware asset management

  • Experience using tools like Airtable, Retool, HiBob, or 15Five

  • Prior work in a scaling start-up or SaaS environment

* This position is hybrid
zcaler

About zcaler

At zcaler, our mission is two-pronged. We help companies scale by creating dedicated remote teams to support their growth in the US. At the same time, we provide career opportunities for amazing talent in Latin America.

We understand the challenges in scaling, especially when it comes to getting the best talent in the right place.

zcaler.io recruits and hires (on our payroll) full-time employees that work directly with established companies, blending in seamlessly with their teams and company culture. We handle all the admin, legal, recruitment, and enablement.

Our 4 areas of focus are commercial, customer support, customer success, and marketing.

100% of the companies we work with only hired direct employees - 100% of these companies are now expanding their teams through zcaler.io

* Our employees are not listed here as zcaler.io employees since they work for other amazing companies. You'll find them there :)

Industry
Consulting & Advisory
Company Size
1-10 employees
Headquarters
Guatemala City, GT
Year Founded
Unknown
Website
zcaler.io
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