Product Support Team Lead - Iberia - Remote Eligible

Product Support Team Lead - Iberia

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Product Support Team Lead - Iberia in France. This role is focused on leading and scaling a high-performing customer support function that directly impacts customer trust, retention, and overall product experience across Iberian markets. You will be responsible for driving operational excellence, improving key support metrics, and ensuring consistent, high-quality service delivery. Operating in a fully remote and fast-paced environment, you will manage a team of support agents while collaborating closely with Product, Engineering, and Customer Success teams. The position blends people leadership, process optimization, and data-driven decision-making, with a strong emphasis on automation and tooling. You will play a key role in shaping how support scales across markets through better workflows and smarter use of technology. This is a high-impact leadership role where your work directly improves customer experience and operational efficiency.

Accountabilities:

• Lead and develop a team of support agents, ensuring strong performance, coaching, and continuous improvement
• Own operational KPIs including CSAT, SLA compliance, TTR, backlog health, and QA scores across Iberian markets
• Improve customer experience by reducing escalations, repeat contacts, and improving resolution quality
• Drive process optimization and scalability through better workflows, documentation, and automation initiatives
• Oversee support operations across chat and email channels, ensuring smooth ticket handling and prioritization
• Collaborate closely with Product, Engineering, and Customer Success teams to align on priorities and improvements
• Analyze support data and generate insights to identify trends, bottlenecks, and improvement opportunities
• Ensure team alignment through regular performance reviews, reporting, and operational cadences
• Contribute to the adoption of AI and tooling to increase efficiency and reduce manual workload

Requirements:

• 5–8+ years of experience in customer support or service operations, including leadership responsibilities
• Strong expertise in KPI management such as CSAT, SLA, TTR, backlog, and QA metrics
• Proven experience in process improvement, operational scaling, and change management
• Experience leading and coaching support teams in a high-volume environment
• Strong stakeholder management skills, working with Product, Engineering, and Operations teams
• Fluent English and Spanish required; Portuguese is strongly preferred (Italian is a plus)
• Highly analytical mindset with the ability to interpret data and drive decisions
• Strong communication skills with the ability to simplify complex operational challenges
• Comfortable working in ambiguous, fast-changing environments
• Nice to have: experience managing multi-country or multi-market support teams

Benefits:

• Fully remote work across Europe with flexible arrangements
• Competitive salary with additional stock options (equity participation)
• €2,000 annual development and learning budget
• €500 onboarding budget for workstation setup
• MacBook provided for work use
• Comprehensive health insurance (including family options depending on location)
• 25 days of paid vacation plus 3 additional caring days
• Extra parental leave benefits and birthday days off (employee and children)
• Flexible compensation package via Coverflex benefits platform
• Strong culture of autonomy, inclusion, and collaboration
• Annual offsite/team gatherings and remote-first work culture