Scale AI

3 days ago

Support Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Lead a team of Tier 1–3 Support Specialists, combining hands-on coaching with operational oversight. Drive performance across quality, productivity, CSAT, SLA attainment, and adherence metrics, manage escalations for complex issues, and keep ticket queues healthy through coverage and shift handoffs. Partner cross-functionally with Quality, Enablement, and SMEs, report insights to regional workforce leadership, and support onboarding and continuous training.

Location: Argentina, Mexico City

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of Support Specialists through regular 1:1s, feedback, and performance conversations.
•Monitor and improve team performance across quality, productivity, CSAT, SLA attainment, and adherence metrics using trends and action plans.
•Manage day-to-day operations such as ticket queue health, schedule adherence, coverage coordination, and shift handoffs.
•Serve as the primary escalation point for complex or unresolved issues, guiding decisions and ensuring complete documentation.
•Track and report team performance metrics and partner cross-functionally with Leadership, Quality, Enablement, and SMEs to drive process and contributor experience improvements.

Key Requirements

•Minimum 2 years of direct people management experience in a customer support or operations environment, with a track record of leading teams and developing individual contributors.
•Strong written and verbal communication skills in English, with the ability to manage competing priorities and deliver constructive feedback.
•Proficiency with support and collaboration tools including Zendesk, Slack, and Google Workspace.
•Comfort working across multiple systems and reporting platforms, with experience using analytics tools such as Redash or Snowflake (or familiarity with basic coding/scripting).
•High ownership and a people-first mindset, balancing empathy and operational efficiency while committing to continuous learning.

Experience:2+ yearsCustomer supportOperationsTiered support

Skills:CommunicationAccountabilityPeople-first mindsetDecision-makingContinuous learning

Languages:English

Tech Stack:ZendeskSlackGoogle WorkspaceRedashSnowflakeBasic coding/scripting

Company Brief

Scale AI

Provides data labeling, annotation, and infrastructure services to accelerate machine learning and AI development. Supplies high-quality training data, tooling, and APIs for customers in autonomous vehicles, mapping, robotics, and enterprise AI applications.

Industry: AI & Machine Learning

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2016

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Scale AI

3 days ago

Support Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Location: Argentina, Mexico City

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of Support Specialists through regular 1:1s, feedback, and performance conversations.
•Monitor and improve team performance across quality, productivity, CSAT, SLA attainment, and adherence metrics using trends and action plans.
•Manage day-to-day operations such as ticket queue health, schedule adherence, coverage coordination, and shift handoffs.
•Serve as the primary escalation point for complex or unresolved issues, guiding decisions and ensuring complete documentation.
•Track and report team performance metrics and partner cross-functionally with Leadership, Quality, Enablement, and SMEs to drive process and contributor experience improvements.

Key Requirements

•Minimum 2 years of direct people management experience in a customer support or operations environment, with a track record of leading teams and developing individual contributors.
•Strong written and verbal communication skills in English, with the ability to manage competing priorities and deliver constructive feedback.
•Proficiency with support and collaboration tools including Zendesk, Slack, and Google Workspace.
•Comfort working across multiple systems and reporting platforms, with experience using analytics tools such as Redash or Snowflake (or familiarity with basic coding/scripting).
•High ownership and a people-first mindset, balancing empathy and operational efficiency while committing to continuous learning.

Experience:2+ yearsCustomer supportOperationsTiered support

Skills:CommunicationAccountabilityPeople-first mindsetDecision-makingContinuous learning

Languages:English

Tech Stack:ZendeskSlackGoogle WorkspaceRedashSnowflakeBasic coding/scripting

Company Brief

Scale AI

Industry: AI & Machine Learning

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2016

Website LinkedIn