Customer Support Team Leader

About the role

Rauda AI is building a modern Customer Support operation from the ground up. As a Customer Support Team Leader you will combine hands‑on customer interaction with people management, shaping processes and culture for a fast‑growing BPO environment.

Key responsibilities

• Lead, coach and support a small team of Customer Support Specialists while actively handling customer inquiries.
• Oversee daily support operations, manage escalations and ensure smooth workflow across the team.
• Monitor KPIs, customer satisfaction and quality metrics, using data to drive continuous improvement.
• Define and refine scalable processes, collaborate with internal teams and help build a customer‑centric culture.
• Provide rotating weekend and holiday coverage as part of the support operation.

Required profile

• Minimum 2 years experience in Customer Support, Customer Experience or contact‑center operations.
• Previous experience leading or mentoring a team.
• Fluent in Spanish and English, both written and spoken.
• Strong communication, problem‑solving and coaching abilities.
• High ownership mindset and willingness to stay close to day‑to‑day operations.

Required skills

• Familiarity with AI tools and their professional applications (plus).

What we offer

• Autonomous, fast‑moving environment with a focus on continuous improvement.
• Remote‑first work model with office access in Madrid.
• Opportunity to shape a new Customer Operations function from day one.