Customer Experience Technical Team Lead

As the CX Technical Team Lead, you will serve as the technical authority and backbone for both of our customer facing and non-customer facing Support Engine. You will bridge the gap between Customer Experience, Product, and Engineering—elevating our technical tiering, mastering complex API and POS integration workflows, and driving rapid resolution on high-stakes escalations.

Responsibilities

Use experience with data platforms, data querying and API client tools such as BigQuery, Grafana and Postman to support, educate and develop senior technical agents with their daily challenges; Partner closely with the Operational TL to level up the technical maturity of frontline and senior support agents through deep-dive root cause analysis, knowledge sharing on complex API integrations, continuously evaluate ticket escalation patterns to streamline internal investigation pathways, update technical documentation, and shorten time-to-resolution (TTR) for complex issues; Act as the direct technical lead on critical, multi-department escalations, partnering with Account Managers, Enterprise Customer Success Managers, and Engineering to rapidly restore service and protect revenue/churn risks; Lead and participate in key CX initiatives aimed at improving customer experience, such as launching new tools, updating internal documentation, and streamlining workflows

Requirements

3-5 years of experience as a technical support team lead or in a similar leadership capacity (relevant work experience can compensate); Solid knowledge of specific tools like Grafana, Bruno/Postman, BigQuery, and Looker; SaaS-experience is required; Native or professional fluency in English is essential; Proven ability to analyze performance data (KPIs) and translate insights into actionable workflow optimizations; Strong technical troubleshooting skills and experience managing complex customer escalations with a high degree of empathy; Applicants must possess the legal right to work in the country where the role is based

Nice to have

Entry-level certification in the Python programming language; Ideally from the hospitality industry with a solid understanding of restaurant software and integrations (particularly POS systems, delivery service partners)

Benefits

Dedicated learning budget; Opportunity to solve meaningful challenges in the global tech industry; Innovation culture with weekly releases and new features; Collaboration with a diverse global team; Be part of a rapidly scaling SaaS unicorn; Regionally tailored rewards