Customer Service Team Lead (Full remote within Spain)

We are looking for an experienced and proactive Customer Service Team Leader to join our team! In this role, you will oversee daily operations, guide team performance, and act as a key liaison between team members and other departments. This position requires proven leadership experience in customer service, strong problem-solving abilities, and a passion for coaching and mentoring. As a Team Leader, you will ensure the team meets performance targets, maintains operational efficiency, and fosters a culture of continuous improvement A Little Bit About Us Leadtech has been fostering and developing innovative digital businesses across several industries since 2009. It has since then expanded to a team of over 700 committed employees working all over Spain. We are thrilled to have more than 23 nationalities working together and very proud to see that our products and services are enjoyed by millions of users monthly around the globe. How will you make a difference:Team Leadership & Daily Operational Support:

• Monitor team performance, assign tasks, and ensure effective daily operations, including optimal service coverage

Team Support & Escalations:

• Serve as the primary point of contact for the team, addressing questions, concerns, and escalations efficiently. Escalate to the Senior Team Lead as necessary

Performance management:

• Metrics & Results Review: Conduct daily reviews of team performance, including previous day's metrics, to ensure alignment with KPIs
• 1:1 Meetings: Hold regular one-on-one meetings with agents and project specialists to review tasks, provide feedback, and set goals
• Performance Improvement Plans (PIPs): Initiate and oversee PIPs as needed, ensuring proper execution and alignment with company procedures

Cross-department collaboration:

• Product Team Engagement: Attend regular meetings with project directors to discuss priorities and action items
• Project-Specific KPIs Reporting: Track, analyze, and report on key performance indicators specific to project objectives. Collect data, identify trends, and provide actionable insights to stakeholders to ensure alignment with strategic goals. Regularly present findings, highlighting successes and improvement areas
• Additional Support: Collaborate with other departments to identify and address additional support needs

Administrative responsibilities:

• Staffing & Coverage: Manage team schedules, including holidays and sick leave, to ensure adequate service coverage at all times
• Employee Management: Prepare and deliver situation reports that outline context, rationale, and outcomes for employee-related matters. Work with HR and management to address issues, assess impact, and recommend future actions. Maintain accurate documentation to support decision-making
• Escalation Management: Identify and escalate team needs (e.g., staffing, technical, or operational issues) to the Senior Team Lead as necessary
• Reporting: Analyze and create detailed reports on team performance, metrics, and other valuable information for relevant stakeholders
• Team Collaboration: Coordinate closely with Quality and Knowledge teams to uphold quality standards and ensure up-to-date documentation. Partner with Ops/WFM teams to align on operational aspects and manage system and data needs

RequirementsWhat will make you stand out from the crowd:

• Minimum of 2 years of experience managing medium-sized teams
• Strong multitasking abilities with effective coordination skills within a team
• Strong analytical skills, decision-making autonomy, and the ability to propose solutions to enhance team performance
• Proven ability to guide and motivate the team to meet targets and KPIs
• Ability to propose and implement improvements to operational processes
• Fluency in both English and Spanish (written and spoken)
• Availability to work weekends and as required by business needs

Additional beneficial skills:

• Demonstrated interest or foundational knowledge in AI tools and solutions
• Willingness to explore AI technologies to enhance efficiency within the Customer Service team

We're team-first. If you believe in the power of collaboration and that the team's success is your success, then you're one of us! Fun is fundamental. We believe in forming strong bonds in and outside the office. That's why we have a team-building budget and organize activities to enjoy ourselves. Positivity wins the day. Bring a positive attitude and communicate openly. Self-awareness and an openness to learn are always a plus. BenefitsPerks of being one of us:

• Top-notch private health insurance — includes dental and psychological services
• Full-time, permanent contract
• Flexible time off, no blackout dates, plus your birthday, Christmas' Eve and New Year's Eve off
• Remote work OR come into the office if you prefer!
• Flextime (7 - 9:30 a.m. / 3:30 - 7:30 p.m)
• 35-hour week in July and August (free afternoons here we come!)
• Enhanced career path designed just for you
• External training budget
• Other: ticket restaurant, nursery tickets
• Budget for team-building activities
• We celebrate all company landmarks
• And when you come into the office, you'll get free coffee and snacks, fresh fruit, and can enjoy our game room and the cool terrace overlooking the Mediterranean

Sounds good? Apply now! We're looking forward to getting to know you. Location Our exceptional offices are in Barcelona's Blue Building, right on the city's seafront. Besides our stunning views, you'll enjoy perks such as free fruit, snacks, and coffee and will be able to take part in our game competitions. We are an Equal Opportunity Employer and are committed to providing employees with a work environment free of discrimination and harassment. The personal data you provide will be used solely to manage your candidacy for the purposes of this position. You can exercise your rights of access, rectification, or cancellation by sending a letter to Avenida Litoral, 12-14, 5ta planta, Barcelona 08005. Additionally, you can email us at protecciondedatos@LeadTech.com, including documentation proving your identity.