(A06PS) Product Advocate Team Lead - On-site, Mexico City

Product Advocate Team Lead (On-site - CDMX)

Baja Nearshore is recruiting for one of our clients, a fast-growing B2B SaaS company, looking for a Product Advocate Team Lead. In this role, you'll help drive the success of the customer support team by coaching and developing team members, ensuring smooth operations, and creating a culture of feedback and recognition.

What You’ll Do

• Support your on-site team while effectively collaborating with hybrid and remote colleagues.
• Lead weekly 1:1 coaching sessions focused on performance trends and behavior.
• Use KPIs to track results and guide team discussions.
• Document insights and create actionable improvement plans.
• Run weekly team meetings with updates, training, and team-building activities.
• Foster continuous learning through mentoring and career growth planning.
• Keep communication clear and timely across teams and stakeholders.
• Act as the main escalation point for unresolved customer issues.
• Drive cross-functional projects to improve customer experience and retention.
• Lead with fairness, inclusivity, and integrity in everything you do.

What You'll Bring 

• 2+ years in a leadership role within customer support or similar (ideally in a SaaS environment).
• Fluent in English (C1 level required), with excellent written and verbal communication.
• Strong coaching, mentoring, and team-building skills.
• Proven ability to resolve conflicts and manage escalations effectively.
• Analytical mindset with experience using KPIs (e.g., CSAT, AHT, FCR, SLA).
• Skilled in performance reviews and action planning.
• Knowledge of QA practices and experience driving service improvements.
• Comfortable working cross-functionally with HR, Product, Ops, and more.
• Experience with CRM and support platforms such as Salesforce, Zendesk, or Freshdesk is a plus.
• Proficiency with dashboards and reporting tools.
• Ability to stay calm under pressure and manage operational issues efficiently.

Why You'll Love Working Here

• Play a key role in shaping the customer journey- your leadership will directly impact activation, retention, and long-term success.
• Be part of a fast-growing SaaS company that values ownership, collaboration, and continuous learning.
• Grow your career in a role where you'll lead, coach, and become a product expert.