Descripción de la oferta
Job-ID: a75e5016-04c0-44e6-b934-52591fb03245Reference: #3538979Location: Barcelona, SpainJob type: full-time, HybridSalary: EUR 80-100KCategory: Customer SupportStack: CRM systems, Jira, Kanban, scrumContact: tatiana@akuaro.comThis role requires strong operational control and disciplined execution, fluency in Russian and English (B2–C1) required.The Customer Support Team Lead will take full ownership of the daily support operations, ensuring fast response times, strict SLA adherence, and consistent service quality across all shifts. The structure is already in place — a team of 8–10 agents, scripts, and established processes. What is needed is a leader who enforces standards, monitors performance in real time, and guarantees that no key merchant is left waiting.Key responsibilities include:Overseeing live support queues and response timesEnforcing SLA compliance and escalation proceduresManaging and coaching a multilingual support teamEnsuring clear communication with Russian-speaking clients and partnersActing as the main operational escalation pointThe ideal candidate is hands-on, highly organized, and comfortable making fast decisions. Fluency in Russian and English is essential, as a significant portion of communication and merchant interaction is conducted in Russian.Success in this role is defined by responsiveness, control, and reliability — ensuring that clients receive timely support without leadership intervention.ResponsibilitiesRun customer support operations in real timeMonitor all support channels continuouslyEnsure no merchant message goes unansweredEnforce SLA compliance and escalation disciplinePush teams to take ownership of unresolved issuesCoordinate with tech to secure answers and ensure client deliveryTrack agent performance and address underperformanceReplace consistently failing team members when necessaryReport directly to founders on operational performanceYou do not solve tickets yourself — you ensure they get solved.RequirementsProven experience in fintech, payment processing, or e-commerceStrong understanding of transactions, Visa/Mastercard flows, and conversion dropsDemonstrated ability to manage support teams in real-time environmentsStrong leadership presence and decision-making authorityHigh sense of accountability and operational disciplineFluent in English (mandatory)Russian (strong plus)Based in Barcelona preferred; Europe-based candidates consideredThis role requires an operator mindset — not a process designer, but someone who takes control and delivers results.BenefitsCompetitive base salaryStrong annual performance-based bonusDirect reporting line to foundersReal decision-making authority, including hiring and firingExposure to international B2B fintech operationsOpportunity to directly impact revenue and merchant satisfaction
