We are looking for a Spanish speaking Customer Support Team Leader to join our growing team in our Melilla office.
LCKY Group is looking for a Team Leader for our Customer Service Team working within the Spanish market.
Based in our fantastic office in Melilla (Spain) you will have the opportunity to be part of something unique and help our business to continue to provide a first-class service to all of our customers.
We are growing rapidly so this could be a great step into long term career progression.
What will you be doing?
- Recruit, mentor & manage a team of CS agents.
- Improve the customer experience and apply best practices to areas of improvement.
- Oversee the development of customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Create effective customer service procedures, policies, and standards.
- Supervise day-to-day operations in the customer service department.
- Ensure the department provides consistently high-quality customer support to satisfy strict deadlines and KPI’s.




- Enforce company policies and procedures
- Identify customer service trends and recommend improvements.
- Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analysing results.
- Conduct frequent one-to-one meetings with individual team members if/when required.
- Be accountable for customer satisfaction (CSAT) score for all markets related to your team.
- Maintain high levels of product knowledge so that appropriate guidance is always provided.
- Facilitate smooth communication flow between the Head of Customer Support and all other departments.
- Conduct regular quality assessments of agents’ communications with customers and provide structured feedback.
- Coach and develop the skillsets of agents and define clear personal development plans for all agents.
- Conduct quarterly performance reviews of agents and e

📌 Customer Support Team Leader (Melilla)
🏢 LCKY Group
📍 Melilla