Customer Experience Technical Team Lead

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.