Product Support Team Lead - Iberia

Coverflex

Europe
Base salary: 32.000€ - 35.000€ gross; bonus / comm...
On-site
Zendesk or similar ticketing
Notion/confluence/guru knowledge base
Jira/linear/asana project management
Your role will have a major impact on customer trust and retention by improving resolution times, quality, and proactive support

Job Summary

  • Your role will have a major impact on customer trust and retention by improving resolution times, quality, and proactive support.
  • You will enable scale through process, tooling, and AI/automation adoption, helping deliver a high-quality benefits experience across PT & ES.
  • The team is composed of 8 agents, responsible for customer support via chat and email only, with flows and automations for ticket distribution.

Matching Summary

Your role will have a major impact on customer trust and retention by improving resolution times, quality, and proactive support.

Salary

Base Salary: 32.000€ - 35.000€ gross; Bonus / Commissions: No; Equity: Yes – Stock Options under our Virtual Equity Incentive Plan

Skills & Requirements

Must-have

  • Zendesk or similar ticketing
  • Notion/Confluence/Guru knowledge base
  • Jira/Linear/Asana project management
  • Strong KPI management (CSAT, TTR, SLA, QA, backlog)
  • Proven process improvement and change management
  • People leadership (coaching, performance management, hiring)
  • Stakeholder management with Product/Eng/Ops
  • Fluent English, Portuguese, and Spanish

Nice-to-have

  • Leading multi-country/multi-site teams
  • Automation/AI tooling experience

Key Requirements

  • 5–8+ years in Customer Support/Service Ops, including leadership roles
  • Fluent English, Portuguese, and Spanish
  • Experience leading multi-country / multi-site teams

Work Rights

Remote (Europe only)

Tailored Resume

Cover Letter