Operations Support Lead

This is a fully remote position, open to applicants in Belgium.

📋 Description

• Overseeing daily support operations to ensure compliance with SLAs and maintain quality standards.

• Leading initiatives for continuous improvement and acting as the main point of contact between Customers, Product, Engineering, and Operations teams.

• Managing the team roster to guarantee service continuity during business hours and for after-hours escalations.

• Facilitating daily operations while ensuring alignment with goals and delivery standards.

• Supervising shift transitions to provide clear context for ongoing operations.

• Leading or assisting with incident calls and operational meetings.

• Ensuring that all deliverables adhere to SLA and quality benchmarks.

⛳️ Requirements

• Proficient in English; Advanced proficiency in Spanish (both written and spoken).

• Demonstrated experience in Support Operations, Service Delivery, or coordination of IT/Tech Support.

• Strong expertise in ticket/incident management, change readiness, escalations, and SLA governance.

• Proven ability to plan coverage, manage shift schedules, and coordinate onboarding and access provisioning.

• Data-driven approach to decision-making; capable of defining goals, KPIs, and strategies for improvement.

• Excellent communication skills, stakeholder management capabilities, and proficiency in cross-team alignment.

🏝️ Benefits

• Performance-based bonus*

• Attendance Bonus*

• Private pension plan

• Meal Allowance

• Casual office and dress code

• Days off*

• Health, dental, and life insurance

• Medicines discounts

• WellHub partnership

• Childcare subsidies

• Discounts on Ambev products*

• Clube Ben partnership

• Scholarship*

• School materials assurance

• Language and training platforms

• Transport allowance