Customer Service Senior Team Lead (Full remote within Spain)

The position of Senior Team Leader within our Customer Service (CS) team represents a professional evolution from the Team Leader role. It is designed for individuals who have been key references within the team, demonstrating expertise in their projects and strong leadership potential.

The Senior Team Leader will be responsible for supervising daily operations, guiding team performance, ensuring KPI achievement, and acting as a vital liaison between the team, CS leadership, and other departments. Additionally, the role will focus on identifying and optimising processes, including the integration of AI-based solutions.

Responsibilities

Team Leadership

• Daily Operational Support
• Monitor the performance of the Team Leader group, assign and prioritise tasks, and ensure effective daily operations, including correct service coverage.
• Effectively distribute workloads among Team Leaders, manage workload fluctuations, and inform stakeholders of service performance during critical situations.
• Team Support & Escalations
• Serve as the primary point of contact for theTeam Leads, efficiently addressing questions, concerns, and escalations to higher levels (Senior Team Leaders and Directors, when necessary).
• Foster a harmonious work environment across all levels of operations, driving collaboration, innovation, and excellence.
• Develop team competencies and strengthen their professional growth. 

Performance Management

• Metrics & Results Review
• Conduct weekly, monthly, and quarterly reviews of team performance, product-related issues, staffing projections, and key milestones.
• Identify operational processes that can be improved through detailed analysis and propose innovative solutions, including AI-based tools.
• Evaluate opportunities for improvement in response times, service quality, and overall performance, leading initiatives to implement automation or technology-driven solutions. 
• Collaborate with cross-functional teams to design and execute continuous improvement strategies supported by AI.
• Develop and lead action plans to address global pain points and optimize critical processes, ensuring a positive and sustainable impact.

TL Action Plans

• Initiate and oversee Team Lead action plans as needed, ensuring proper execution and alignment with established procedures.

Cross-Department Collaboration

• Product Team Engagement
• Attend regular meetings with the Product Team and directors to discuss key points and action plans.
• HR Team Collaboration
• Collaborate with HR during regular meetings to ensure process accuracy and provide support in critical situations (e.g., offboarding, probation periods, contract changes, or extensions).
• Attend termination meetings when necessary to ensure successful completion.
• Monitor trial periods, contract changes, and extensions for the team. Guide Team Leads to ensure accurate data is provided, enabling informed decisions and clear conclusions for each case. 
• Additional support
• Closely collaborate with other departments to identify possible support needs for additional tasks in an effective way.

Administrative Responsibilities

• Staffing & Coverage
• Manage Team Leader schedules, including holidays and sick leaves, ensuring appropriate service coverage at all times.
• Escalation Management
• Identify and escalate team needs to the Department Directors (e.g., staffing shortages, technical or operational requirements).
• Reporting
• Analyse and create detailed reports on team performance, key metrics, and areas of improvement.
• Conduct weekly reviews of Average Handle Time (AHT) across projects, collaborating with the Team Leads in their analysis, and presenting actionable recommendations to Directors and Operations Teams.
• Generate specialised reports to address critical issues and meet the evolving needs of the CS department.

Team Collaboration and Department Vision

• Collaborate closely with the Senior Team Lead group to ensure operational excellence. Provide valuable insights on new processes and actively contribute to optimising areas of opportunity within the department.
• Clearly communicate the department's vision to the team, ensuring alignment and steady progress toward shared goals. Drive the achievement of key milestones, supporting department development through every action. 

• 8 months to 1 year of seniority in a Team Lead role within the company, or 4+ years of experience in a similar role in a customer service environment.
• Strong ability to manage multiple tasks and coordinate effectively within a team.
• Strong analytical skills, autonomy in decision-making, and the ability to propose solutions that enhance team performance.
• Excellent verbal and written communication in both English and Spanish.
• Ability to guide and motivate the team, ensuring they meet their targets and KPIs.
• Propose improvements to operational processes and overall team effectiveness.
• A proactive problem-solving mindset, focused on delivering long-term solutions to optimise operations.
• Availability to work on weekends and as required by the business.

Additional beneficial skills

• AI Knowledge: Ability to identify processes that can be improved through technological solutions and AI-based tools.
• Interest in exploring and implementing advanced technologies to optimize efficiency and service quality.
• Previous experience in multi-product/project environments and cross-functional coordination teams.

Perks of being one of us

• Full-time, permanent contract
• Flexible time off, no blackout dates, plus your birthday, Christmas’ Eve and New Year’s Eve off
• Flextime (7 – 9:30 a.m. / 3:30 – 7:30 p.m)
• Free Friday afternoons (a 7-hour workday!) + 35-hour week in July and August (free afternoons here we come!)
• Enhanced career path designed just for you
• External training budget
• 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.

Equal Employment Opportunity Employer:

Leadtech is an Equal Employment Opportunity (EEO) Employer, which means we encourage applications from people with different backgrounds, interests, and personal circumstances. Our team welcomes applicants regardless of their race, gender, age, religion, nationality, sexual orientation, gender identity, gender expressión and/or disabilities. All we need is your high energy, skills, and willingness to be a part of a great project!

Location

You'll have the flexibility to choose whether you'd like to come to the office every day, from time to time, or work fully remote. We want you to find the best combination for you.

If you prefer to be surrounded with amazing people, our exceptional office is in Barcelona’s Blue Building, located right on the city's seafront. Besides our stunning views, you’ll enjoy our office perks such as free fruit, snacks, and coffee and you’ll also be able to take part in our Mario Kart and table tennis competitions.

The personal data you provide will be processed in order to manage your candidacy for the corporate selection processes that fit your profile. If you wish, you can exercise your rights of access, rectification or cancellation by writing to our address (Avenida Litoral, 12-14, 5ta planta. Barcelona. 08005) or to the email address protecciondedatos@LeadTech.com, attaching to your request a document that can validate your identity.