Call Center Support Team Lead

hace 1 semana

Barcelona, España Holded A tiempo completo

**Join the team. Make an impact.**:
At **Holded**, we believe that daily admin should never stop a great idea from becoming a success. That's why we create intuitive software to empower anyone who dares to start their own business. Long story short: we want to make business simple.

In order to create cutting-edge products that meet the needs of the sector, talent is essential. **We are looking for passion, creativity, and commitment**. In return, we offer the same.

**The Role**:
We’re looking for a results-driven and empathetic **Call Center Support Team Lead** to oversee our call center operations. In this role, you’ll manage and mentor a team of Support Specialists, ensuring they provide high-quality assistance while hitting performance targets. You’ll be responsible for fostering a positive team culture, driving operational excellence, and continuously improving the overall customer experience.

What You’ll Do:

- Lead, coach, and mentor a team of Call Center Support Specialists.
- Monitor daily operations to ensure calls are handled efficiently and meet quality standards.
- Set team performance goals and track key metrics (e.g., call resolution time, customer satisfaction, response rate).
- Conduct regular 1:1s, performance reviews, and provide ongoing feedback.
- Act as a point of escalation for complex customer issues, ensuring timely resolution.
- Collaborate with other departments (Product, Engineering, Sales) to resolve customer issues and relay feedback.
- Develop and implement strategies to optimize team productivity and customer satisfaction.
- Organize training sessions and keep the team updated on product changes and new features.
- Prepare regular reports on team performance and share insights with senior management.

**About you**:

- 2+ years of experience in a team lead or supervisory role within a call center environment.
- Strong leadership skills with the ability to motivate and inspire a team.
- Excellent problem-solving abilities and decision-making skills.
- Proven ability to analyze data and drive performance improvements.
- Outstanding communication and interpersonal skills.
- Tech-savvy with the ability to learn and train others on new software quickly.
- Reporting Skills: Prepare and analyze reports to provide performance information.
- Native in Spanish but fluent in English.

**Extra awesome**:

- Experience in SaaS or Tech Customer Support.
- Familiarity with CRM and call center management tools (e.g., Zendesk, Salesforce, Intercom, Zoom or Aircall).
- Basic knowledge of business management software (accounting, invoicing, HR).

**What it's like to work with us**:

- Permanent contract
- Short work-day on Fridays
- 26 paid vacation days
- Free catered lunch at the office
- English/Spanish classes
- Referral program
- Continuous Training: annual budget for training for each employee
- Fully equipped kitchen with snacks, drinks, and fresh fruit
- Top-notch work equipment
- Office in front of the sea with ping pong, pool table, PlayStation
- Interesting projects and a great work environment
- An excellent opportunity to grow with the company
- Discounts on a Gym membership

We didn’t start Holded to be another software company. We started Holded to **be epic**, and you will be part of it.

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