At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market. DEPARTMENT FOCUS The Customer Experience team at Deliverect is dedicated to empowering our customers' success through personalized guidance and round-the-clock support, ensuring businesses of all sizes can maximize the potential of our products. As passionate advocates for our users, our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide. Committed to providing tailored support and acting as the central point for feedback, we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey. YOUR IMPACT As the Customer Experience Team Lead in the CX department, you will champion our customer-first culture by leading and developing a high-performing support team through a period of exciting regional growth. You will play a pivotal role in optimizing local support workflows and collaborating with global stakeholders to ensure our SMB and enterprise clients receive unparalleled technical assistance. This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our office and 2 days from the comfort of your home. WHAT YOU WILL DO Global Team Leadership & Talent Management (~30%): Manage, coach, and develop a global team of 6–12 frontline and enterprise support agents, hosting daily check-ins and one-on-one meetings to guide professional growth, career progression, recruitment, and talent retention. Operational Excellence & KPI Management (~25%): Oversee daily support hub operations, utilizing data analysis tools to monitor key metrics (such as response time, resolution rates, and CSAT) to ensure strict adherence to established SLAs and optimize regional performance. Technical Escalations & Problem Solving (~20%): Take ownership of complex technical support escalations, utilizing advanced troubleshooting to resolve high-priority issues across SMB, Mid-Market, and Enterprise customer segments. Stakeholder Collaboration & Advocacy (~15%): Partner closely with internal Product, Engineering, and Sales teams to communicate real-world support insights, align on internal procedures, and resolve cross-departmental technical challenges. Process Optimization & Project Management (~10%): Evaluate support workflows continuously to identify systemic inefficiencies, driving customer experience initiatives such as launching new tooling, refining onboarding processes, and upgrading internal documentation. WHAT YOU WILL BRING 2+ years of experience in a technical support team lead role or a comparable leadership capacity within a fast-paced environment. Deep knowledge of SaaS environments, preferably within the hospitality or food tech industries, with a strong understanding of restaurant software, POS integrations, and delivery service partners. Hands-on technical proficiency with data observation and API tools, specifically Grafana, Bruno/Postman, BigQuery, and Looker. An entry-level certification in the Python programming language, or equivalent work experience. Proven capability to translate complex KPI performance data and metrics into actionable support workflows and operational enhancements. Strong communication, negotiation, and cross-functional collaboration skills, with an ability to influence internal product stakeholders and advocate for customer needs. Native or professional fluency in English, enabling effective support for a diverse global customer base and cross-regional internal teams. Exceptional technical troubleshooting abilities paired with a high degree of empathy when managing complex client escalations. Join Our Innovative Journey: At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce. What You'll Gain by Joining Us: Invest in Your Growth- We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment. Solve Meaningful Challenges- Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide. Drive Innovation- Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions. Collaborate with a Global Team- Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives. Be Part of a Unicorn- Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact. Enjoy Regionally Tailored Rewards- Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you’re supported with what matters most—right where you are. Our Commitment to Inclusion: We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed. We strongly encourage applications from underrepresented groups. Important Information: 1. Fluency in English is required, with strong written and verbal communication skills being essential. 2. Applicants must possess the legal right to work in the country where the role is based, as we are currently unable to provide financial assistance for relocation or travel. 3. Please note that certain roles may require a background check as a condition of employment, and you will be informed of this during the initial screening process. 4. We strive for an efficient and objective hiring process. Please be advised that an Artificial Intelligence tool is utilized to assist in the initial screening and assessment of applications based on required skills and qualifications. This process is designed to support our recruiters and does not replace human review. If you require any accommodations or support during the recruitment process due to a disability, please do not hesitate to contact us at [email protected]. Ready to shape the future of commerce with us? Explore our opportunities and apply today!