Customer Experience Team Lead

Responsibilities

• Manage, coach, and develop a global team of 6–12 frontline and enterprise support agents.
• Oversee daily support hub operations and monitor key metrics such as response time, resolution rates, and CSAT to ensure SLA adherence.
• Take ownership of complex technical support escalations and perform advanced troubleshooting for SMB and Enterprise clients.
• Partner with Product, Engineering, and Sales teams to communicate customer insights and resolve cross-departmental technical challenges.
• Evaluate and optimize support workflows, including the implementation of new tooling and internal documentation.

Requirements

• 2+ years of experience in a technical support leadership role or comparable capacity within a fast-paced environment.
• Deep knowledge of SaaS environments, ideally within hospitality or food tech.
• Hands-on technical proficiency with Grafana, Bruno/Postman, BigQuery, and Looker.
• Python certification or equivalent professional experience.
• Native or professional fluency in English.
• Proven ability to translate KPI performance data into actionable operational enhancements.

Benefits

• Dedicated learning budget to support continuous skill expansion.
• Opportunity to work within a rapidly scaling SaaS unicorn.
• Collaborative environment with a diverse, international team.
• Regionally tailored compensation and benefits packages.

About the Company

Deliverect is an API-first platform revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower the food and retail industries to expand their revenue and simplify operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere.