Product Support Team Lead - Iberia

New

United KingdomFull-TimeLead

Salary not disclosed

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Job Details

Languages: English, Spanish, Portuguese
Experience: 5–8+ years

Requirements

5–8+ years of experience in customer support or service operations, including leadership responsibilities
Strong expertise in KPI management such as CSAT, SLA, TTR, backlog, and QA metrics
Proven experience in process improvement, operational scaling, and change management
Experience leading and coaching support teams in a high-volume environment
Strong stakeholder management skills, working with Product, Engineering, and Operations teams
Fluent English and Spanish required
Portuguese is strongly preferred
Italian is a plus
Highly analytical mindset with the ability to interpret data and drive decisions
Strong communication skills with the ability to simplify complex operational challenges
Comfortable working in ambiguous, fast-changing environments
Experience managing multi-country or multi-market support teams (nice to have)

Responsibilities

Lead and develop a team of support agents, ensuring strong performance, coaching, and continuous improvement
Own operational KPIs including CSAT, SLA compliance, TTR, backlog health, and QA scores across Iberian markets
Improve customer experience by reducing escalations, repeat contacts, and improving resolution quality
Drive process optimization and scalability through better workflows, documentation, and automation initiatives
Oversee support operations across chat and email channels, ensuring smooth ticket handling and prioritization
Collaborate closely with Product, Engineering, and Customer Success teams to align on priorities and improvements
Analyze support data and generate insights to identify trends, bottlenecks, and improvement opportunities
Ensure team alignment through regular performance reviews, reporting, and operational cadences
Contribute to the adoption of AI and tooling to increase efficiency and reduce manual workload

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