Descripción de la oferta
About Valeria
Valeria is building the future of HR and payroll in Spain. We're an AI-native platform that automates contracts, payroll, and compliance for companies with high employee turnover (hospitality, delivery, events, agriculture). We're rethinking how an entire industry works—moving from manual, error-prone processes to intelligent automation.
We're a fast-growing startup backed by top investors, disrupting a €5B+ industry that's still stuck in spreadsheets and legacy software.
The Role
We're looking for an Operations Lead who's obsessed with building systems that scale. You'll own the architecture of our customer operations: designing automation, eliminating friction, and turning messy processes into elegant, measurable workflows.
You'll spend most of your time in the operational layer: mapping journeys, automating touchpoints, designing dashboards, and making sure our systems work before our team has to. You'll also oversee a small CS team, but the real leverage is in the infrastructure you create around them.
What You'll Do
Build Automation & Scale Operations
Automate everything possible: customer notifications, ticket routing, report generation, workflow triggers
Map the full customer journey and eliminate every manual touchpoint that shouldn't exist
Build operational dashboards (Metabase/Looker) with the metrics that matter: CSAT, NPS, time-to-resolution, churn signals
Design early warning systems for at-risk clients and SLA breaches
Own the automation roadmap: quick wins for Q2-Q3, structural projects for H2
Own Onboarding End-to-End
Full responsibility from contract signature to successful go-live
Define standard timelines and success criteria by customer segment
Build segment-specific playbooks and self-service onboarding for small customers
Track every onboarding in real-time with health scores and proactive escalation
Measure obsessively: time-to-first-payroll, implementation success rate, early CSAT
Be the Voice of the Customer to Product
Systematize feedback: categorize tickets, analyze patterns, run structured customer interviews
Translate pain points into product requirements with detailed user stories and acceptance criteria
Deliver weekly Voice of Customer insights to Product & Engineering
Oversee the CS Team
Coordinate a team of 4, ensuring workload balance and SLA coverage
Build playbooks and escalation processes for complex cases
Create dashboards that give real-time visibility into team performance
Who You Are
Must-haves:
3-5 years in CS operations, growth ops, or similar high‑intensity operational roles
Techie mindset: You can read basic code, understand APIs, build automations (Zapier, Make, n8n, or similar)
Systems thinker: You see patterns, design workflows, and document processes obsessively
Data‑driven: You build dashboards, track metrics, and make decisions based on evidence
Startup hustle: You've worked in fast‑growth environments where things break and you fix them
Fluent Spanish + strong English (our customers are Spanish, our team is international)
Experience with labor law, HR tech, or compliance‑heavy products
SQL skills or BI tool experience (Metabase, Looker, Tableau)
You've built CS operations from scratch or scaled them 3‑5x
Background in consulting, project management, or process improvement
You've worked closely with engineering teams on product development
You’ll thrive if:
You get energized by building systems that make teams 10x more efficient
You love the challenge of turning messy operations into elegant automation
You're equally comfortable in spreadsheets, CRM tools, and technical documentation
You can context‑switch between coaching your team and debugging a workflow
You're obsessed with customer experience but pragmatic about what to automate vs. humanize
What We Offer
Competitive compensation: €50,000 - €60,000 gross salary + equity
Free lunch when you're at the office (thanks to Nora)
Flexible remuneration with Coverflex
Flexibility: Hybrid setup (HQ in Barcelona), 60 days/year remote work from anywhere, unlimited PTO
Mission‑driven work: Transform how payroll and HR are done in Spain—solve real problems for real businesses and their employees
Founding team impact: Join early enough to shape our GTM strategy, sales culture, and customer relationships
Ownership and autonomy: Direct collaboration with founders, your voice matters in pricing, positioning, and product decisions
Modern sales culture: We care about pipeline hygiene, honest forecasting, and customer success—not activity metrics for the sake of activity
Why Join Valeria Now?
Timing: We're past the "idea stage" with real customers and revenue, but early enough that you'll define how we scale
Market opportunity: €5B+ market in Spain, every company with employees needs payroll, and current solutions are outdated and painful
Product‑market fit: We're solving a painful, expensive problem with a product customers actually love
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