Service Delivery Lead – User Support

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

📋 Description

• Oversee, mentor, and support five Support Team Leads, promoting performance, growth, and accountability

• Direct the daily operational routines across morning, afternoon, and night shifts

• Set up handover procedures to guarantee continuity during shifts and in the event of operational interruptions

• Serve as the primary operational escalation point for Team Leads

• Facilitate the resolution of issues that span shifts and teams

• Propel performance in alignment with SLAs and operational KPIs

• Recognize risks and ensure that corrective measures are implemented

• Oversee demand forecasting, staffing strategies, scheduling, and coverage planning

• Maintain precise operational reporting and governance practices

• Ensure clear accountability and follow-through on agreed-upon actions

• Discover and enact opportunities for continuous improvement

⛳️ Requirements

• Minimum of 2 years of experience in customer support or contact center operations

• Proven experience in leading or coordinating contact center teams, preferably Team Leads or supervisors

• Strong understanding of customer support KPIs and SLAs

• Excellent organizational, prioritization, and follow-up abilities

• Capability to make swift decisions and take action in a fast-paced setting

• Willingness to adjust working hours to ensure overlap with Team Leads during shifts

• Proficient in Google Sheets

• Fluent in both written and spoken English and Spanish

• Familiarity with Zendesk or similar customer support platforms (preferred)

• Basic understanding of SQL (preferred)

🏝️ Benefits

• Inclusive and diverse workplace

• Support during the selection process

• Standard schedule from Monday to Friday during daytime hours