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.

• 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, and continuous improvement.