Technical Support Delivery Leader - Medellin

Medellín, Antioquia
Permanente
Tiempo completo

Hace 27 días

Descripción :About the Role:SugarCRM is hiring a Regional Technical Support Delivery Manager to lead frontline support execution across your designated region. This role is foundational to our support delivery strategy-ensuring timely, high-quality technical support through clear operational oversight, team performance management, and hands-on execution.As a Technical Support Delivery Leader, you will manage a team of Support Engineering Specialists and Senior Specialists. You will be accountable for support availability, performance, and customer experience in your region, driving measurable improvements in key metrics such as case resolution time, SLA adherence, escalations, and customer satisfaction. You'll also work closely with your global peers, Product, and Support Operations to continuously raise the bar on operational excellence and user outcomes.Impact you will make in the role:

Own daily support execution for your region, ensuring consistent performance against operational goals and SLAs
Manage and optimize staff coverage, team availability, and queue balancing in collaboration with Support Operations and Workforce Planning
Ensure each team member is accountable for owning cases end-to-end and delivering high-quality, timely support, with appropriate handoffs for complex escalations
Lead, coach, and develop a team of frontline support specialists and senior specialists, reinforcing a culture of ownership, rigor, and delivery
Monitor and improve case handling efficiency, FRT, resolution time, and overall support quality
Conduct regular 1:1s, coaching sessions, and performance reviews with clarity and transparency
Implement and reinforce global support workflows, documentation practices, SOPs, and case management standards
Partner with Support Operations to adopt and roll out new tools, QA standards, and enablement programs across the team
Drive continuous improvements in case flow efficiency, escalation prevention, and internal collaboration
Serve as an accountable point of contact for customer escalations within your region, ensuring visibility, timely action, and clear internal coordination
Elevate the voice of the customer through clear documentation of pain points and feedback loops with Product and Engineering
Support implementation readiness and customer transitions in partnership with other cross-functional teams

Requisitos mínimos :What you will bring:

2 years of experience in people leadership roles within a technical support environment
Proven ability to drive support team performance, productivity, and accountability at a regional or functional level
Strong understanding of case management principles, support tooling, and SLA-driven operations
Demonstrated success implementing performance improvement plans and structured coaching
Excellent organizational and execution skills with a bias toward action and clarity
Effective communicator, able to lead with transparency and inspire commitment to goals
Familiarity with Salesforce, HubSpot, or similar platforms; CRM product exposure preferred

Preferred Qualifications (Not Mandatory):

Experience leading support delivery teams in SaaS or enterprise software environments
Working knowledge of CRM systems (SugarCRM preferred) and technical troubleshooting processes
Exposure to operational frameworks such as ITIL, Six Sigma, or Agile service management
Understanding of workforce forecasting, support analytics, and case routing logic.
Good English skills. B2+ or higher is preferred.

Perks:

Schedule: Monday to Friday, 8:00 am to 5:00 pm
Location: Hybrid Position Medellín, 3 days office work and 2 days work from home
Salary: $18,000,000 COP
Contract Type: Indefinite Term Contract.

Competencias :

Results Oriented
Sense of Urgency
Detail Oriented

Bizneo

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