Service Delivery Lead - User Support

Location: Remote Spain

Company

hirify.global is a technology platform for culture and live entertainment that helps users discover experiences and enables event creators to scale and reach new audiences.

What you will do

• Manage, coach and support five Support Team Leads across morning, afternoon and night shifts.
• Lead the daily operational cadence, coordinating priorities, communication and follow-up across shifts.
• Establish handover routines and maintain business continuity during operational disruptions.
• Act as the operational escalation point for cross-shift and cross-team issues.
• Drive performance against SLAs and operational KPIs, coordinating corrective actions and risk mitigation.
• Coordinate forecasting, staffing, scheduling, coverage planning, reporting and continuous improvement.

Requirements

• Location: Remote Spain.
• At least two years of experience in customer support or contact centre operations.
• Experience leading or coordinating contact centre teams, ideally Team Leads or supervisors.
• Good understanding of customer support KPIs and SLAs, with strong organisation, prioritisation and follow-up skills.
• Fluent written and spoken English and Spanish.
• Strong working knowledge of Google Sheets and flexibility to adjust working hours for overlap with Team Leads across shifts; the standard schedule is Monday to Friday during daytime hours.

Nice to have

• Experience with Zendesk or similar customer support tools.
• Basic knowledge of SQL.

Culture & Benefits

• Support operations serve users across multiple channels, markets, languages and operating hours.
• The organisation operates across morning, afternoon and night shifts.
• The role provides visibility across performance, operational risks, blockers and improvement actions.