Description

Lead the Support Team in Madrid, managing daily operations and technical escalations.

This role is on-site.

Responsibilities

• Oversee support team operations, including mentoring, coaching, and training technical staff.
• Manage and report on team SLAs, KPIs, workflows, and incoming technical support metrics.
• Act as the primary point of contact for technical escalations and communicate issues to senior management.
• On-board new team members and assist in creating customer self-service tools and documentation.
• Analyze Salesforce case trends and implement preventive measures to reduce customer faults.

Required Skills

• 5+ years of experience in managing customer-focused service and support teams.
• Fluency in English and Spanish (both verbal and written).
• Thorough knowledge of JIRA for bug tracking and monitoring.
• Strong analytical skills to investigate and resolve complex support tickets.
• Ability to multi-task efficiently under time pressure.
• Experience managing service-focused team cultures.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Graduate