Hello

At Factorial we're looking for a new Customer Support Team Lead to help us boost the company to the next level.

We believe in developing our team, spreading our company culture, and sharing our views on how Human Resources can make a difference for organizations all over the world.

Ready to be part of the challenge?

The Role

We are looking for a Customer Support Team Lead to join our team.
- Supervise and guide the customer support team.
- Set clear team goals and monitor team performance. Conduct regular team meetings to update members on best practices and continuing expectations.
- Handle escalated customer issues and provide resolution.
- Ensure high levels of customer satisfaction through excellent service.
- Analyze customer service metrics and feedback to identify areas for improvement.
- Develop and implement customer service procedures, policies, and standards.
- Train new team members and provide ongoing coaching.
- Identify training needs and organize development programs.
- Prepare and present regular reports on team performance and customer feedback.




- Analyze data to provide actionable insights to senior management.

Your Profile
- Proficient level of Spanish and English expert speaker.
- You demonstrate full ownership on each activity you develop.
- You are proactive and you like to put forward new ideas.
- Excellence in communicating and problem-solving.
- Previous experience handling Customer Support/Customer Experience teams is needed.

Perks of being part of our team
- High growth, multicultural and friendly environment
- Save expenses with Cobee and get your salary in advance with Payflow
- Healthy life with Gympass and Alan as private health insurance
- Language classes with Yolk Academy
- Syra discounts, Nora & Apeteat lunch
- Breakfast in the office, organic fruit and free caffeine and theine
- Adaptable schedules, pet Friendly and no dress code

About us

Factorial is an all-in-one HR Software fast-growing company founded in 2016. O

📌 Customer Support Team Lead (Barcelona)
🏢 Factorial
📍 Barcelona