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 Casablanca 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. Join Our Innovative Journey: At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce. What You'll Gain by Joining Us: Invest in Your Growth- We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment. Solve Meaningful Challenges- Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide. Drive Innovation- Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions. Collaborate with a Global Team- Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives. Be Part of a Unicorn- Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact. Enjoy Regionally Tailored Rewards- Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you’re supported with what matters most—right where you are. Our Commitment to Inclusion: We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed. We strongly encourage applications from underrepresented groups. Important Information: 1. Fluency in English is required, with strong written and verbal communication skills being essential. 2. Applicants must possess the legal right to work in the country where the role is based, as we are currently unable to provide financial assistance for relocation or travel. 3. Please note that certain roles may require a background check as a condition of employment, and you will be informed of this during the initial screening process. 4. We strive for an efficient and objective hiring process. Please be advised that an Artificial Intelligence tool is utilized to assist in the initial screening and assessment of applications based on required skills and qualifications. This process is designed to support our recruiters and does not replace human review. If you require any accommodations or support during the recruitment process due to a disability, please do not hesitate to contact us at talent@deliverect.com. Ready to shape the future of commerce with us? Explore our opportunities and apply today!