Customer Support Team Lead

G+D makes the lives of billions of people around the world more secure. We shape trust in the digital age with built-in security tech in three segments: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our collaboration within G+D.

We are the reliable partner for all challenges resulting from the Internet of Things. We offer a complete connectivity portfolio for mobile network operators, automotive manufacturers, technology companies such as chip and module manufacturers as well as transport and logistics providers. Our portfolio includes highly secure solutions in the area of connectivity & IoT, from classic SIM, eSIM and iSIM, to the associated embedded operating systems and life cycle management, through to services for global connectivity and IoT solutions. Do you want to actively shape the digital transformation with us?

Customer Support Team Lead (L1) – 24/7 Operations
Company:
G+D Mobile SecurityG+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.

Responsibilities
People 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.

Profile
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).

What's Great About Working With Us

• 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

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