Customer Care Team Lead (SaaS)

TL;DR

Customer Care Team Lead (SaaS): Leading and coaching a high-performing support team within a fast-growing spend management business with an accent on operational excellence, performance metrics, and process improvement. Focus on driving team development, managing complex escalations, and partnering with Product and Engineering to resolve root-cause issues using AI-enabled tools.

Location: Must be based within commuting distance of Barcelona. Relocation support is available for this role.

Company

hirify.global is an intelligent platform for travel and spend management, dedicated to automating manual tasks and eliminating shadow work for over 10,000 companies worldwide.

What you will do

• Coach and manage team performance through regular 1:1s, feedback, and development planning.
• Own operational metrics including SLAs, CSAT, backlog management, and quality standards.
• Handle complex customer escalations in partnership with the Escalations & Complaints Manager.
• Support team onboarding, training, and internal knowledge sharing.
• Partner with Product, Engineering, and Ops Excellence teams to identify and fix root-cause issues.

Requirements

• 3+ years of experience in Customer Support or Care within a SaaS or tech environment.
• 1+ years of experience leading or coaching a team.
• Proven track record in managing performance and handling complex escalations.
• Strong stakeholder management and prioritization skills.
• Must be based within commuting distance of Barcelona.
• English proficiency required (official office language).

Culture & Benefits

• Competitive compensation with equity ownership.
• Generous vacation allowance plus public holidays and a four-week paid sabbatical after 5 years.
• Comprehensive private healthcare or gym allowance and life insurance.
• Spring Health wellbeing support including 12 therapy and 12 coaching sessions.
• 17 weeks of paid parental leave and 16 hours of paid volunteering time per year.
• Hybrid work model with an IRL-first approach (3 days per week in-office).
• Language learning support for English, Spanish, and Catalan.

Hiring process

• 15-minute virtual Talent Acquisition interview.
• Assessment to be completed within a specified timeframe.
• 30-45 minute in-person assessment interview.
• Final interview.