Full-Time Team Lead- Tech Support
Puzzle is hiring a remote Full-Time Team Lead- Tech Support. The career level for this job opening is Experienced and is accepting Honduras based applicants remotely. Read complete job description before applying.
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Job Title: Team Lead Tech Support
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.