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. By blending deep technical diagnostics (via BigQuery, Grafana, and Postman) with direct mentorship, you won’t just resolve complex issues; you will systematically upskill our agents, prevent revenue churn, and ensure our highest-touch SMB and Enterprise merchants experience flawless platform reliability.

Responsibilities

Serve as technical authority and backbone for customer-facing and non-customer-facing Support Engine; bridge gap between Customer Experience, Product, and Engineering; elevate technical tiering, master complex API and POS integration workflows, and drive rapid resolution on high-stakes escalations; use BigQuery, Grafana, and Postman to support, educate, and develop senior technical agents; partner with Operational TL to level up technical maturity through root cause analysis, knowledge sharing on complex API integrations, evaluation of ticket escalation patterns, updating technical documentation, and shortening time-to-resolution; act as technical lead on critical multi-department escalations partnering with Account Managers, Enterprise Customer Success Managers, and Engineering; lead and participate in CX initiatives such as launching new tools, updating internal documentation, and streamlining workflows

Requirements

3-5 years of experience as a technical support team lead or similar leadership capacity (relevant work experience can compensate); solid knowledge of Grafana, Bruno/Postman, BigQuery, and Looker; SaaS-experience required, ideally from the hospitality industry with understanding of restaurant software and integrations (especially POS systems, delivery service partners); native or professional fluency in English; 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; legal right to work in the country where the role is based; fluency in English with strong written and verbal communication skills

Nice to have

Entry-level certification in the Python programming language is preferred; ideally from the hospitality industry

Benefits

Dedicated learning budget; flexible work schedule; hybrid setup with 3 days in office and 2 days from home; opportunity to solve meaningful challenges; drive innovation with weekly releases and new features; collaborate with a global team; be part of a scaling SaaS unicorn; regionally tailored rewards