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 / Incentivos

- 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,

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