Team Lead, Support at Shiji UAE

Ciudad de México, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

0.0

Posted On

28 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Ticket Quality, SLA Adherence, Operational Performance, Functional Leadership, Ticket Control, Prioritization, Troubleshooting, Ticket Audits, Ticket Trends Analysis, Performance Metrics Reporting, Escalation Workflows, Zoho Desk, Coaching, Service Standards Alignment, Knowledge Transfer, Bilingual English-Spanish

Industry

Software Development

Description

Company Description Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions, to food and beverage and retail systems, payment gateways, data management, online distribution and more. Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets. Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests. Job Description Job Summary: The Team Lead, Support is responsible for overseeing ticket quality, SLA adherence, and operational performance of the Level 1 POS Support team, ensuring consistent and accurate support delivery aligned with defined service standards. The Team Lead provides clear functional leadership and authority within the L1 team, guiding ticket control, prioritization discipline, and support execution standards. The Team Lead works closely with L1 agents to ensure proper ticket handling, escalation readiness, and continuous improvement across POS support operations and will be in close collaboration with L2 Senior Agents to streamline consultation, escalation and troubleshooting processes where L2 is involved. Qualifications What You’ll Do: Coach and guide L1 POS Support agents in daily ticket handling, prioritization, and troubleshooting approaches to improve support effectiveness and consistency. Monitor ticket queues and support activity in Zoho Desk to ensure proper classification, prioritization, and SLA alignment across the team. Oversee adherence to service level agreements (SLAs), proactively identifying risks of violations and guiding agents to reduce response and resolution breaches. Conduct structured ticket audits (pre- and post-closure) to validate categorization accuracy, prioritization, troubleshooting quality, and resolution completeness. Analyze ticket trends, quality gaps, and recurring issues to drive improvements in support processes, agent practices, and knowledge application. Support agents in ticket prioritization decisions and workload focus to ensure timely handling of high-impact or time-sensitive cases. Track and report team performance metrics, including SLA compliance, resolution performance, ticket quality, and operational KPIs. Collaborate with L2 Support level on escalated issues through Zoho, ensuring clear escalation context and readiness from L1 tickets. Identify recurring product or support issues from ticket analysis and communicate improvement opportunities to relevant teams. Maintain alignment with internal service standards and POS support procedures across the L1 team. Support onboarding and continuous training of L1 agents on POS workflows, ticket standards, and support best practices. Participate in operational reviews and service improvement initiatives within the POS support function. Act as the primary knowledge lead for POS system updates and new functionalities, ensuring timely adoption and effective knowledge transfer to the L1 team. Minimum Qualifications (knowledge, skills, and abilities): Minimum three (3) years of experience in technical support, helpdesk, or software customer support roles in POS, SaaS, or comparable technology environments, including experience in a team lead, supervisory, or senior support capacity. Experience working with ticketing systems such as Zoho Desk, ServiceNow, Zendesk, or similar platforms. Solid understanding of ticket lifecycle management, including classification, prioritization, SLA tracking, resolution quality, and structured ticket control practices. Experience reviewing, auditing, or improving support tickets, cases, or service desk quality. Strong analytical and organizational skills to interpret support metrics, manage ticket queues effectively, and maintain SLA performance. Ability to coach, guide, and provide functional leadership to support agents, ensuring prioritization discipline and consistent ticket handling standards. Experience working with escalation workflows and collaboration with higher-level support teams (e.g., L2/L3). Bilingual English–Spanish with strong written and verbal communication skills. Ability to work onsite Monday–Friday, 11:00–19:00 schedule. Ability to travel up to 20% domestically and internationally. Ability to work under operational pressure while maintaining authority, quality standards, and SLA focus. Ability to travel up to 20% of time domestically and internationally for training, alignment, or implementation support purposes. Preferred Qualifications/ Nice to Have: Experience in restaurant, hospitality, or retail technology environments, including POS, ordering, payment, kitchen, or delivery platform ecosystems ITIL or service management training. Possession of a valid passport and U.S. tourist / business visa.

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Responsibilities

The Team Lead, Support is responsible for overseeing ticket quality, SLA adherence, and operational performance of the Level 1 POS Support team, ensuring consistent and accurate support delivery aligned with defined service standards. This role involves guiding ticket control, prioritization discipline, and support execution standards while collaborating closely with L2 Senior Agents to streamline escalation processes.