Team Lead - Technical Support (SDQ)

About the role

Hire Horatio is looking for a proactive, technical Team Lead to guide a team delivering support for SaaS and EdTech clients. The role balances hands-on technical troubleshooting with coaching, in a fast-paced, people-first environment.

Key responsibilities

• Coach and mentor specialists to exceed performance, quality and SLA targets
• Resolve complex or sensitive technical issues as the primary escalation point
• Monitor metrics and workflows to spot trends and improvement opportunities
• Ensure high accuracy in tickets, documentation and team outputs
• Identify operational risks and implement improvements to protect customers
• Align support practices with technical and product teams
• Lead the onboarding and training of new team members

Required profile

• Proven background in Customer Service or Technical Support
• Familiarity with SaaS platforms or the EdTech sector
• Experience leading or coordinating teams, formal or informal
• Excellent written and spoken English; strong interpersonal skills
• Proactive, detail-oriented, comfortable in a fast-paced, performance-driven setting

Required skills

• CRM software (e.g. Gorgias), customer support platforms and cloud-hosted telephony
• Advanced Excel/Google Sheets
• Managing chat, social media, email and phone channels
• Sales or e-commerce experience is a plus

What we offer

• Insurance under ARS Humano Royal Plan (option to upgrade)
• Free snacks, lunch and catered dinner (night shifts)
• Transport after 9:00 PM, Friday happy hour and holiday parties
• A unique office with no cubicles or assigned workstations
• Growth opportunities, professional courses, yoga and workout classes
• Community service, discounts at local restaurants and stores