Customer Experience Technical Team Lead

Job description

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 **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. 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 - **Technical Experience:** You will use your 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. - **Process Optimization & KPI Management:** 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 - **Stakeholder Collaboration:** 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 - **Project Management:** Lead and participate in key CX initiatives aimed at improving customer experience, such as launching new tools, updating internal documentation, and streamlining workflows. ### What you will Bring - 3-5 years of experience as a technical support team lead or in a similar leadership capacity. Relevant work experience can compensate for this requirement. - This is a highly technical role which requires solid knowledge of specific tools like Grafana, Bruno/Postman, BigQuery, and Looker. - Entry-level certification in the Python programming language is preferred. - SaaS-experience is required, ideally from the hospitality industry with a solid understanding of restaurant software and integrations (particularly POS systems, delivery service partners) - Native or professional fluency in English is essential for supporting our diverse customer base and internal stakeholders. - 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.