Operations Support Lead

Leading day-to-day Support operations, the full-time Operations Support Lead will ensure adherence to SLAs and quality standards while serving as the primary liaison between Customer, Product, Engineering, and Operations teams in a remote environment. Key Responsibilities Structure and coordinate Support team schedules, ensuring service continuity and effective shift coverage Lead incident management processes, standardizing escalation and response procedures to minimize recurrence Monitor operational performance metrics, ensuring deliverables meet quality standards and driving continuous improvement initiatives Required Qualifications Fluent in English; advanced Spanish proficiency (written and spoken) Proven experience in Support Operations or IT/Tech Support coordination Strong skills in ticket/incident management and SLA governance Demonstrated ability to manage shift schedules and coordinate onboarding processes Data-driven decision-making skills, with the ability to define goals and KPIs