Team Lead - Customer Support (IoT)

TL;DR

Team Lead - Customer Support (IoT): Leading and improving a 24x7 L1/L2 support operation focused on IoT connectivity services (SIM/eSIM) with an accent on people leadership, operational excellence, and incident/escalation management. Focus on ensuring high availability of platforms and excellent customer experience within IoT and telecom ecosystems.

Location: Sant Joan Despí. Easily accessible by public transport. Flexible working hours with the option to work remotely (M-Th 8.30 – 17.30 and Fri 8.30 – 15.30).

Company

G+D makes the lives of billions of people around the world more secure, shaping trust in the digital age with built-in security tech in three segments: Digital Security, Financial Platforms and Currency Technology.

What you will do

• Lead, coach, and develop a remote and multicultural team of L1/L2 IoT support engineers.
• Own and coordinate end-to-end incident resolution, including high-severity and customer-impacting issues.
• Manage customer escalations, joining calls and meetings when required, ensuring transparent and calm communication.
• Monitor queue health, SLA performance, and operational KPIs.
• Drive process improvements, automation initiatives, and operational standardization.
• Act as bridge between Customer Support, Network, Product Management, R&D, Sales, and Account Management.

Requirements

• Proven experience as Team Lead / NOC Lead / Support Lead in IoT, Telecom, Connectivity, or complex IT service environments.
• Strong background in IoT connectivity (SIM/eSIM), M2M, mobile networks.
• Hands-on experience managing 24x7 operations and remote teams.
• Solid incident and escalation management experience.
• Strong customer-facing and stakeholder communication skills.
• Fluent in Spanish & English (spoken and written).

Nice to have

• ITIL Foundation (or willingness to obtain).
• Experience working with cloud environments (AWS / Azure).
• Agile / Scrum exposure.
• Experience in integration or transformation projects.

Culture & Benefits

• Join a people-oriented environment with diverse nationalities, strong team spirit, and flat hierarchies.
• Work collaboratively with stakeholders around the globe.
• Benefit from continuous training, coaching, and talent development programs.
• Flexible compensation (transport tickets, training, private insurance), etc.
• Take a break with our breakfast and lunch service, choose from a wide range of menus, salad desk, and sandwich options, all at affordable prices!
• Flexible working hours with the option to work remotely.