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Customer Support Team Lead
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Customer Support Team Lead (L1) – 24/7 Operations
Company: G+D Mobile Security
G+D Mobile Security is a global leader in secure telecommunications systems (SIM/eSIM). We are looking for a Customer Support Team Lead to support the Head of Customer Support in running a 24/7 L1 support operation, developing team members, and continuously improving service quality and customer satisfaction.
ResponsibilitiesPeople Leadership & Performance
Lead, coach, and motivate the L1 support team across shifts; build a culture of ownership, quality, and collaboration.
Set SMART objectives aligned with overall Customer Support goals; conduct regular 1:1s, feedback cycles, and performance reviews.
Ensure adherence to attendance, punctuality, breaks, handover discipline, and operational standards.
Drive individual development plans and training progression for team members.
24/7 Operations & Resource Planning
Own shift planning and coverage (annual calendar, holidays, sickness coverage, shift changes), ensuring continuity of service 24/7.
Balance workload across the team (tickets, monitoring-related tasks, customer communications) and ensure clean, timely handovers.
Coordinate onboarding logistics for new joiners (training plan, access readiness, tools, and first weeks follow-up).
Service Quality, SLA & Escalation Management
Monitor queue health and SLA performance; proactively remove blockers and coordinate escalations when needed.
Perform quality checks on tickets and customer communications (email/chat), ensuring accuracy, completeness, and professionalism.
Track and follow up on escalations and customer-impacting issues; ensure clear communication and proper documentation.
Knowledge Management & Process Excellence
Maintain and improve SOPs, runbooks, and knowledge base articles; ensure documentation remains accurate and usable for 24/7 operations.
Organize and run simulations/tabletop exercises for critical scenarios to improve readiness and response quality.
Build functional knowledge of G+D products, services, tools, and processes and ensure structured knowledge transfer within the team.
Continuous Improvement & Stakeholder Management
Identify and drive service improvement initiatives (process, tooling, automation, monitoring, reporting).
Collaborate with internal stakeholders (e.g., Data Center Management, Account Management, Client Engagement Managers, L2 teams) to improve customer outcomes and operational efficiency.
Support reporting and operational reviews with the Head of Customer Support, providing insights and improvement proposals.
Access & Equipment Readiness (Joiner/Mover/Leaver)
Coordinate joiner/mover/leaver access changes with relevant stakeholders to ensure timely enablement/removal of access.
Ensure team members have functional equipment/connectivity; coordinate issue resolution and workarounds to avoid service disruption.
Essential
Proven team leading experience (coaching, feedback, performance management) in an operational environment.
Experience managing 24/7 operations (shift planning, coverage, handovers).
Experience working with distributed/intercultural teams across locations/time zones.
Strong customer communication skills, including written communication and stakeholder updates.
Pro-active mindset focused on efficiency (maximizing output, minimizing resources) and effectiveness (re-think ways of working), incl. automation possibilities
Continuous improvement mindset (process discipline + pragmatic problem-solving).
Fluent spoken and written English.
Preferred
ITIL Foundation (or willingness to obtain within an agreed timeframe).
Experience with ITSM tools (e.g., ServiceNow) and KPI/SLA-driven support environments.
Technical background in telecom / networks / infrastructure / operating systems / databases / applications (at a level sufficient to guide L1 triage and escalation quality).
Culture and diversity: Join a people-oriented environment with diverse nationalities, strong team spirit, and flat hierarchies where everyone speaks to everyone. We are an Equal Opportunity Employer and LGBT+ friendly
Global Collaboration: Work collaboratively with stakeholders around the globe
Career Development: Benefit from continuous training, coaching, and talent development programs
Social Benefits: flexible compensation (transport tickets, training, private insurance), etc.
Own Canteen: Take a break with our breakfast and lunch service, choose from a wide range of menus, salad desk, and sandwich options, all at affordable prices
Work-Life Balance: Flexible working hours with the option to work remotely (M-Th 8.30 – 17.30 and Fri 8.30 – 15.30; 3 days of remote work)
Location: Sant Joan Despí. Easily accessible by public transport
The personal data you provide will be processed to manage your application in accordance with the GDPR and our Privacy Policy, available at Data Privacy | G+D.
$$ We are an equal opportunity employer We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation.
$$ HR Team Spain $$ $$ $$ $$
