Customer Support Team Lead

TL;DR

Customer Support Team Lead: Supervising and guiding a customer support team with an accent on setting clear goals, monitoring performance, and handling escalated customer issues. Focus on ensuring high customer satisfaction, analyzing service metrics, and developing team members through training and coaching.

Location: Onsite in Barcelona, Spain

Salary: 26.000 € – 34.000 €

Company

hirify.global is an all-in-one HR Software fast-growing company founded in 2016, helping SMEs automate HR workflows and centralize people data.

What you will do

• Supervise and guide the customer support team.
• Set clear team goals and monitor team performance.
• Handle escalated customer issues and provide resolution.
• Ensure high levels of customer satisfaction through excellent service.
• Analyze customer service metrics and feedback to identify areas for improvement.
• Develop and implement customer service procedures, policies, and standards.
• Train new team members and provide ongoing coaching.
• Prepare and present regular reports on team performance and customer feedback.

Requirements

• Proficient level of Spanish and English expert speaker.
• Demonstrate full ownership on each activity you develop.
• Proactive approach and ability to put forward new ideas.
• Excellence in communicating and problem-solving.
• Previous experience handling Customer Support/Customer Experience teams is needed.

Culture & Benefits

• High growth, multicultural and friendly environment.
• Save expenses with Cobee and get your salary in advance with Payflow.
• Healthy life with Gympass and Alan as private health insurance.
• Language classes with Yolk Academy.
• Syra discounts, Nora & Apeteat lunch.
• Breakfast in the office, organic fruit, and free caffeine and theine.
• Flexible schedules, pet friendly, and no dress code.