Customer Experience Technical Team Lead

About the role

Deliverect is looking for a Customer Experience Technical Team Lead to become the technical authority for its Support Engine. In this hybrid role you will bridge Customer Experience, Product and Engineering, mentor agents and ensure high‑touch merchants enjoy reliable platform performance.

Key responsibilities

• Leverage data platforms and API tools such as BigQuery, Grafana and Postman to support, educate and develop senior technical agents.
• Partner with the Operational Team Lead to raise technical maturity through root‑cause analysis, knowledge sharing, escalation pattern review and documentation updates, shortening time‑to‑resolution.
• Act as the technical lead on critical, multi‑department escalations, collaborating with Account Managers, Enterprise Customer Success Managers and Engineering to restore service and protect revenue.
• Lead CX initiatives including launching new tools, updating internal documentation and streamlining workflows.

Required profile

• 3‑5 years of experience leading a technical support team or similar leadership role.
• Strong knowledge of Grafana, Postman (or Bruno), BigQuery and Looker.
• Entry‑level certification in Python is preferred.
• SaaS experience, ideally in hospitality with restaurant software and POS integrations.
• Native or professional fluency in English.
• Proven ability to analyse KPI data and turn insights into workflow improvements.
• Excellent technical troubleshooting skills and empathy in handling complex escalations.

Required skills

• BigQuery
• Grafana
• Postman
• Looker
• Python (basic)