Overview 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 / Beneficioscompetitive base salaryannual performance-based bonusdirect reporting line to foundersreal decision-making authority (hiring and firing)exposure to international B2B fintech operationsopportunity to directly impact revenue and merchant satisfaction ResponsabilidadesManage live customer support operations in real timeMonitor response times and queue health across channelsEnforce SLA compliance and escalation processesCoach and lead a multilingual support teamEnsure clear communication with Russian-speaking clientsServe as main operational escalation pointCoordinate with tech to obtain timely answers for clientsTrack agent performance and address underperformanceReplace consistently failing agents when neededReport operational performance to founders Requisitos principalesProven experience in fintech, payment processing, or e-commerceStrong understanding of Visa/Mastercard flows and conversion issuesAbility to manage support teams in real-time environmentsStrong leadership presence and decision-makingHigh sense of accountability and operational disciplineFluent in English; Russian skills considered a strong plusBased in Barcelona preferred; Europe-based candidates consideredleadership presencedecisivenessstrong communicationfintech / payments knowledgereal-time operations managementSLA enforcement

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