Support Team Lead, CDMX

ABOUT WATERSHED
Watershed https://watershed.com/ is the enterprise sustainability platform. Companies like Airbnb, Carlyle Group, FedEx, Visa, and Dr. Martens use Watershed to manage climate and ESG data, produce audit-ready metrics for voluntary and regulatory reporting including CSRD, and drive real decarbonization. We are looking for team members who love product-building, want to work hard at a mission-oriented startup, and will collaborate with us in shaping the culture of a growing team.
We have offices in San Francisco, New York, Denver, London, Paris, Berlin, Sydney, Mexico City, and remote team members across the US and Europe. We hope that you'll be interested in joining us!
THE ROLE
We’re excited to kick off a search for our first-ever Team Lead for our CDMX Support Team!
This person will lead and develop a team of Support ICs while helping to maintain the day-to-day operation of the global Support Team.
The role will combine people leadership, operational ownership, enablement, and selective hands-on customer work. The Team Lead will initially continue handling approximately 20% of the case volume expected of a fully ramped IC, with an emphasis on Lighthouse and Priority-tier customer work. Over time, as the team grows, the expectation is that the role will transition away from individual case ownership and focus primarily on leading and enabling the team.
YOU WILL:
- Manage, coach, and develop a team of Support ICs based in our Mexico City office
- Conduct regular performance conversations, provide ongoing feedback, and support the growth and career development of team members
- Serve as an escalation point for complex customer cases, cross-region handoffs, and incident-related communications
- Monitor and help improve the day-to-day operation of the Support team, including Critical and Lighthouse cases, potential proactive phone call opportunities, and other work tracked through operational dashboards
- Support the team in responding to questions and escalations in channels such as #customer-request-escalations, #ask-support-team, and #team-support
- Assist with urgent incidents or time-sensitive escalations as needed, occasionally resulting in either evening or weekend coverage
- Lead local, daily office hours in the CDMX office
- Assist with knowledge shares, product deep-dives, and process training for Support team members across regions
- Partner with Support leader peers to identify knowledge gaps and develop programs that help the team work more effectively and independently
- Own and drive key Support initiatives with limited supervision, acting as a highly autonomous DRI from planning through rollout
- Identify opportunities to improve the Support team’s use of AI and internal tooling, and help with the creation and rollout of AI solutions
- Participate in recruiting by sourcing candidates, reviewing applications, and conducting interviews for future Support hires
- Initially handle approximately 20% of the case volume expected of a ramped Support IC, with an emphasis on Lighthouse and Priority-tier customer work
- Gradually transition away from individual case ownership as the Support Team grows, allowing the role to focus increasingly on people leadership, enablement, and operational improvement
YOU HAVE:
- Experience working in Product Support, Technical Support, Customer Experience, or a related customer-facing function
- Strong judgment and communication skills, especially when handling escalations, incidents, and sensitive customer situations
- A track record of helping teammates grow through mentoring, coaching, feedback, or leadership
- Prior people-management or formal team-lead experience is preferred
- Experience working in a fast-growing technology company or other operationally complex environment
- A track record of identifying process gaps and implementing practical improvements
- The ability to operate autonomously, make sound decisions with incomplete information, and take ownership from problem definition through execution
- Experience with assisting in team enablement, training sessions, office hours, or knowledge-sharing initiatives
- Strong cross-functional collaboration skills and the ability to work effectively with teams across regions and time zones
- Comfort working with operational data, dashboards, support tooling, and workflows to improve team performance and customer outcomes
- A customer-first mindset and a passion for helping others do their best work
Must be willing to work from an office 4 days per week (except for remote roles)
Watershed has hub offices in San Francisco, New York, London, and Mexico City and satellite offices in Denver, Sydney, Paris, and Berlin. Where we have offices, employees are expected to be in office for 4 days per week. Certain jobs are open to being remote and will be specifically noted on the jobs page and in the job description if so.
What’s the interview process like?
It starts the same for every candidate: getting to know the team members through 1 to 2 conversations about Watershed, your experience, and your interests. Next steps can vary by role, but usual next steps are a skill or experience interview (e.g. a coding interview for an engineer, a portfolio review for a designer, deeper experience call for other roles) which leads to a virtual or in person interview panel. We prioritize transparency and lack of surprise throughout the process.
What if I need accommodations for my interview?
At Watershed, we are dedicated to ensuring an inclusive recruitment process. We provide reasonable accommodations for candidates with disabilities, long-term conditions, mental health needs, religious observances, neurodivergence, or pregnancy-related support requirements. If you need assistance during your process, please contact your recruiter.

Employment type
FullTime

Work arrangement
Yes