Overview
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As Customer Support Team Lead, you own daily support operations to deliver fast responses and strict SLA adherence. You will lead a multilingual team of 8–10 agents, ensuring consistent service quality across shifts. You’ll monitor performance in real time, escalate where needed, and prevent merchant wait times, collaborating closely with founders. This role offers hands-on leadership with direct impact on revenue and merchant satisfaction in a fintech environment.
Compensaciones / Ventajas
competitive base salary
annual performance-based bonus
direct reporting line to founders
real decision-making authority (hiring and firing)
exposure to international B2B fintech operations
opportunity to directly impact revenue and merchant satisfaction
Responsabilidades
Manage live customer support operations in real time
Monitor response times and queue health across channels
Enforce SLA compliance and escalation processes




Coach and lead a multilingual support team
Ensure clear communication with Russian-speaking clients
Serve as main operational escalation point
Coordinate with tech to obtain timely answers for clients
Track agent performance and address underperformance
Replace consistently failing agents when needed
Report operational performance to founders
Requisitos principales
Proven experience in fintech, payment processing, or e-commerce
Strong understanding of Visa/Mastercard xqbhyrx flows and conversion issues
Ability to manage support teams in real-time environments
Strong leadership presence and decision-making
High sense of accountability and operational discipline
Fluent in English; Russian skills considered a strong plus
Based in Barcelona preferred; Europe-based candidates considered
leadership presence
decisiveness
strong communication
fintech / payments knowledge
real-time operations management
SLA enforcement

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