Team Leader – Customer Support & Operations

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Leader – Customer Support & Operations based in Spain.** This is an excellent opportunity for an experienced customer support leader to oversee daily operations within a fast-paced, remote-first environment. In this role, you will lead a frontline support team, ensuring exceptional service delivery while driving operational efficiency and team performance. You'll act as the primary decision-maker during your shift, resolving complex issues, coaching team members, and identifying opportunities to improve processes. Working closely with cross-functional stakeholders, you'll help create a culture of accountability, continuous improvement, and customer-centric excellence. This position is ideal for a proactive leader who enjoys empowering teams, making informed decisions, and delivering measurable business impact in a dynamic international setting. ### Accountabilities - Lead the day-to-day operations of the customer support team during assigned shifts, ensuring smooth workflow management and consistent service delivery. - Monitor team performance using key operational metrics such as response times, customer satisfaction, and quality assurance scores, taking proactive action to address performance gaps. - Serve as the primary escalation point for complex customer inquiries and operational challenges, resolving issues efficiently while minimizing the need for senior management involvement. - Coach, mentor, and develop team members to improve service quality, product knowledge, problem-solving skills, and operational independence. - Ensure adherence to established standard operating procedures (SOPs), quality standards, and internal workflows while identifying opportunities for process optimization. - Analyze operational trends, prepare performance reports, and provide actionable recommendations that support continuous improvement initiatives. - Collaborate with leadership and cross-functional teams to enhance customer experience, strengthen operational processes, and support business growth. - Foster a culture of accountability, ownership, collaboration, and continuous learning across the customer support function. ## Requirements - 4+ years of experience in Customer Support, Customer Operations, or a related field, including at least 2 years in a leadership, supervisory, or mentoring role. - Proven ability to lead remote customer support teams while maintaining high levels of engagement, accountability, and performance. - Strong leadership skills with the confidence to make informed decisions and resolve operational challenges independently. - Excellent analytical abilities with experience using customer support metrics to drive team performance and operational improvements. - Outstanding written and verbal communication skills in English. - Strong coaching and mentoring capabilities with a passion for developing high-performing, self-sufficient teams. - Highly organized, resourceful, and proactive, with excellent time management and problem-solving skills. - Comfortable working in a fast-paced environment with evolving priorities and a high degree of ownership. - Reliable home office setup with a stable internet connection and availability to work U.S. business hours. - Experience with SaaS platforms, telehealth services, CRM systems, or other technology-driven customer support environments is considered an advantage. ## Benefits - Fully remote position with the flexibility to work from Germany. - Opportunity to lead a globally distributed customer support team. - High level of ownership and autonomy in daily operations. - Direct impact on customer experience and operational performance. - Collaborative, fast-paced, and remote-first work environment. - Clear opportunities for career progression into broader operations leadership roles. - Dynamic culture that values initiative, accountability,…