Team Lead – Social Care & Internal Support (Fintech)

TL;DR

Team Lead – Social Care & Internal Support (Fintech): Building and managing a brand-new reactive customer care team for the French market with an accent on social media reputation and sensitive escalations. Focus on designing the operating model from scratch, coordinating incident communication, and optimizing customer recovery strategies.

Location: On-site in Barcelona, Spain

Company

hirify.global is Europe's leading finance workspace for SMEs, providing banking and financial tools to over 600,000 customers across 8 countries.

What you will do

• Lead end-to-end Social Care across X, Facebook, Instagram, LinkedIn, TikTok, and YouTube.
• Manage sensitive client escalations, coordinating with stakeholders to drive fast resolution.
• Act as the real-time internal support lifeline for frontline teams via Slack during urgent incidents.
• Monitor Trustpilot, Google Reviews, and app store ratings to recover dissatisfied customers.
• Build the operating model from scratch, including playbooks, escalation paths, and KPIs.

Requirements

• 5+ years of experience leading teams in customer support or operations.
• Hands-on experience in social media support, listening, and moderation.
• Fluent in French and English (written precision and tone are critical).
• Strong judgment and ability to coach a team under pressure in ambiguous situations.
• Must be based in Barcelona for on-site work.

Nice to have

• Proficiency in Spanish or Italian.
• Experience using AI tools to optimize team workflows and pattern spotting.

Culture & Benefits

• High-visibility role with a direct line to leadership and strategic impact.
• Cross-functional collaboration with Brand, Product teams, and external BPO partners.
• Unlimited access to the best AI tools to enhance daily productivity.
• Opportunity to define the standards and culture of a new team from day one.

Hiring process

• The candidate journey takes approximately 20 working days.