Team Leader – Customer Support & Operations

About the role

This is a remote‑first position based in Spain, leading a frontline customer support team in a fast‑paced, international environment. You will be responsible for ensuring high‑quality service delivery while driving operational efficiency and continuous improvement.

Key responsibilities

• Lead day‑to‑day support operations during assigned shifts, managing workflow and service consistency.
• Monitor performance metrics such as response times, CSAT and quality scores, and act proactively to close gaps.
• Serve as the primary escalation point for complex inquiries and operational challenges.
• Coach, mentor and develop team members to enhance product knowledge, problem‑solving and independence.
• Ensure compliance with SOPs, quality standards and internal workflows while identifying process optimisations.
• Analyse trends, prepare performance reports and provide actionable recommendations.
• Collaborate with cross‑functional leaders to improve customer experience and support business growth.
• Foster a culture of accountability, collaboration and continuous learning.

Required profile

• 4+ years of experience in Customer Support or Operations, including at least 2 years in a leadership or supervisory role.
• Proven ability to lead remote support teams with high engagement and performance.
• Strong decision‑making confidence and ability to resolve operational challenges independently.
• Excellent analytical skills with experience using support metrics to drive improvements.
• Outstanding written and verbal communication in English.
• Passion for coaching and developing high‑performing, self‑sufficient teams.

Required skills