Support Team Lead (Fintech)

TL;DR

Support Team Lead (Fintech): Managing and motivating a customer support team to deliver high-quality service for a global financial super app with an accent on operational excellence and performance management. Focus on scaling support operations, ensuring SLA adherence, and driving continuous process improvements in a fast-paced environment.

Location: Must be able to work fully on-site in Barcelona

Company

A global financial super app providing spending, saving, and investment products to over 75 million customers worldwide.

What you will do

• Manage and lead a team of 5–10 full-time employees.
• Oversee daily performance to ensure productivity, quality, and SLA compliance.
• Conduct regular 1:1s, team meetings, and performance reviews.
• Challenge existing processes and procedures to drive continuous improvement.
• Identify and raise awareness of unusual performance trends.
• Take ownership of complex issues and act as a leader in the workplace.

Requirements

• Fluency in English (C1+ level)
• Fluency in Catalan and Spanish (C1+ level)
• 1+ years of experience managing a team of 5+ FTEs
• Ability to work fully on-site in Barcelona with rotating shifts, including weekends
• Experience in customer support
• Strong communication skills and ability to work under pressure

Culture & Benefits

• Certified Great Place to Work environment.
• Opportunity to work in a multicultural, fast-growing team.
• Focus on diversity and inclusion through a dedicated D&I Framework.
• Exposure to a high-growth, innovative fintech environment.