Director of Customer Operations & AI-Driven Support

Metgroup; Madrid; On-site; EUR 70,000 - 100,000; Full time

Job summary

Metgroup is seeking a seasoned Head of Customer Operations to lead the end-to-end service function for Spain, with expansion to other European markets. You will own customer service, engagement and claims, design an omnichannel support model, and drive AI-assisted, compliant, and measurable delivery across touchpoints from onboarding to first bill and beyond.

The role requires 5–10 years in B2C operations, fluency in Spanish and English, and proven experience building or rebuilding service

Qualifications

• Energy retail background is a must.
• 5–10 years in customer operations or contact centre leadership.
• Experience in the Spanish market and consumer protection obligations.
• Proven experience setting up processes and teams from scratch.
• Experience applying AI in a customer support context.
• Comfortable with CRM/ticketing data models and integration requirements.
• Track record of leading, growing and developing teams.
• Fluent Spanish and English; Italian/French/German a plus.
• Experience with Zendesk, Salesforce Service Cloud, Freshdesk, Intercom or similar.
• Experience in high-volume regulated B2C environments.

Responsibilities

• Act as the business reference point for customer service, engagement and claims across the Spanish operation.
• Translate customer and regulatory objectives into clear service processes, procedures, SLAs.
• Design the omnichannel service model across phone, email, chat, WhatsApp, app and self-service portal.
• Build the ticketing operation: taxonomy, routing, SLA framework and escalation paths.
• Design proactive lifecycle communications: onboarding, first-bill explanations and reminders.
• Own the service side of retention and churn-signal response.
• Build the claims process end to end and ensure regulatory compliance.
• Own the support stack – CRM, telephony, knowledge base, QA tooling; drive vendor validation.
• Hire, structure and lead the customer operations team; define roles and training.

Skills

Customer operations leadership

AI in customer support

CRM / ticketing systems

BPO partnerships experience

Multilingual: Spanish + English

Education

University degree in a relevant field

Energy retail background

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Intercom

Genesys

Talkdesk

Job description

Metgroup is seeking a seasoned Head of Customer Operations to lead the end-to-end service function for Spain, with expansion to other European markets. You will own customer service, engagement and claims, design an omnichannel support model, and drive AI-assisted, compliant, and measurable delivery across touchpoints from onboarding to first bill and beyond.

The role requires 5–10 years in B2C operations, fluency in Spanish and English, and proven experience building or rebuilding service