Job-ID: a75e c0-44e6-b fb03245 Reference: # Location: Barcelona, Spain Job type: full-time, Hybrid Salary: EUR 80-100 KCategory: Customer Support Stack: CRM systems, Jira, Kanban, scrum Contact: tatiana@ This 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 times Enforcing SLA compliance and escalation procedures Managing and coaching a multilingual support team Ensuring clear communication with Russian-speaking clients and partners Acting as the main operational escalation point The idóneo 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.



Responsibilities Run customer support operations in real time Monitor all support channels continuously Ensure no merchant message goes unanswered Enforce SLA compliance and escalation discipline Push teams to take ownership of unresolved issues Coordinate with tech to secure answers and ensure client delivery Track agent performance and address underperformance Replace consistently failing team members when necessary Report directly to founders on operational performance You do not solve tickets yourself — you ensure they get solved. Requirements Proven experience in fintech, payment processing, or e-commerce Strong understanding of transactions, Visa/Mastercard flows, and conversion drops Demonstrated ability to manage support teams in real-time environments Strong leadership presence and decision-making authority High sense of accountability and operational discipline Fluent in English (mandatory)Russian (strong plus)Based in Barcelona preferred;
Europe-based candidatesconsidered This role requires an operator mindset — not a process designer, but someone who takes control and delivers results. Benefits Competitive base salary Strong annual performance-based bonus Direct reporting line to founders Real decision-making authority, including hiring and firing Exposure to international B2 B fintech operations Opportunity to directly impact revenue and merchant satisfaction

📌 Customer Support Team Lead/Russian Language (Barcelona)
🏢 Akuaro
📍 Barcelona