Operations Lead

Valeria HR; Barcelona; Hybrid; EUR 50,000 - 60,000; Full time

Benefits offered by this job

Competitive compensation

Free lunch at the office

Flexible remuneration

Unlimited PTO

Job summary

A fast-growing HR tech startup is seeking an Operations Lead in Barcelona. This role will focus on building scalable systems that automate processes and improve customer service operations. The ideal candidate should have 3-5 years of experience in customer service operations, a tech-savvy mindset, and the ability to work in a fast-paced environment. The company offers competitive compensation and flexible working arrangements, including remote work and unlimited PTO.

Qualifications

• 3-5 years in customer service operations or similar roles.
• Techie mindset and can read basic code.
• Strong organizational and documentation skills.
• Experience with labor law or compliance-heavy products.

Responsibilities

• Automate customer notifications, ticket routing, and report generation.
• Own onboarding process from contract signature to go-live.
• Systematize customer feedback and translate to product requirements.
• Oversee a team ensuring workload balance and SLA coverage.

Skills

Customer Service Operations

Automation Building

Systems Thinking

Data-Driven Decision Making

Fluent Spanish

Technical Skills

Project Management

Tools

SQL

Metabase

Looker

Zapier

Job description

About Valeria

Valeria is building the future of HR and payroll in Spain. We're an AI-native platform that automates contracts, payroll, and compliance for companies with high employee turnover (hospitality, delivery, events, agriculture). We're rethinking how an entire industry works—moving from manual, error-prone processes to intelligent automation.

We're a fast-growing startup backed by top investors, disrupting a €5B+ industry that's still stuck in spreadsheets and legacy software.

The Role

We're looking for an Operations Lead who's obsessed with building systems that scale. You'll own the architecture of our customer operations: designing automation, eliminating friction, and turning messy processes into elegant, measurable workflows.

You'll spend most of your time in the operational layer: mapping journeys, automating touchpoints, designing dashboards, and making sure our systems work before our team has to. You'll also oversee a small CS team, but the real leverage is in the infrastructure you create around them.

What You'll Do

Build Automation & Scale Operations

• Automate everything possible: customer notifications, ticket routing, report generation, workflow triggers
• Map the full customer journey and eliminate every manual touchpoint that shouldn't exist
• Build operational dashboards (Metabase/Looker) with the metrics that matter: CSAT, NPS, time-to-resolution, churn signals
• Design early warning systems for at-risk clients and SLA breaches
• Own the automation roadmap: quick wins for Q2-Q3, structural projects for H2

Own Onboarding End-to-End

• Full responsibility from contract signature to successful go-live
• Define standard timelines and success criteria by customer segment
• Build segment-specific playbooks and self-service onboarding for small customers
• Track every onboarding in real-time with health scores and proactive escalation
• Measure obsessively: time-to-first-payroll, implementation success rate, early CSAT

Be the Voice of the Customer to Product

• Systematize feedback: categorize tickets, analyze patterns, run structured customer interviews
• Translate pain points into product requirements with detailed user stories and acceptance criteria
• Deliver weekly Voice of Customer insights to Product & Engineering

Oversee the CS Team

• Coordinate a team of 4, ensuring workload balance and SLA coverage
• Build playbooks and escalation processes for complex cases
• Create dashboards that give real-time visibility into team performance

Who You Are

Must-haves:

• 3-5 years in CS operations, growth ops, or similar high‑intensity operational roles
• Techie mindset: You can read basic code, understand APIs, build automations (Zapier, Make, n8n, or similar)
• Systems thinker: You see patterns, design workflows, and document processes obsessively
• Data‑driven: You build dashboards, track metrics, and make decisions based on evidence
• Startup hustle: You've worked in fast‑growth environments where things break and you fix them
• Fluent Spanish + strong English (our customers are Spanish, our team is international)
• Experience with labor law, HR tech, or compliance‑heavy products
• SQL skills or BI tool experience (Metabase, Looker, Tableau)
• You've built CS operations from scratch or scaled them 3‑5x
• Background in consulting, project management, or process improvement
• You've worked closely with engineering teams on product development

You’ll thrive if:

• You get energized by building systems that make teams 10x more efficient
• You love the challenge of turning messy operations into elegant automation
• You're equally comfortable in spreadsheets, CRM tools, and technical documentation
• You can context‑switch between coaching your team and debugging a workflow
• You're obsessed with customer experience but pragmatic about what to automate vs. humanize

What We Offer

• Competitive compensation: €50,000 - €60,000 gross salary + equity
• Free lunch when you're at the office (thanks to Nora)
• Flexible remuneration with Coverflex
• Flexibility: Hybrid setup (HQ in Barcelona), 60 days/year remote work from anywhere, unlimited PTO
• Mission‑driven work: Transform how payroll and HR are done in Spain—solve real problems for real businesses and their employees
• Founding team impact: Join early enough to shape our GTM strategy, sales culture, and customer relationships
• Ownership and autonomy: Direct collaboration with founders, your voice matters in pricing, positioning, and product decisions
• Modern sales culture: We care about pipeline hygiene, honest forecasting, and customer success—not activity metrics for the sake of activity

Why Join Valeria Now?

• Timing: We're past the "idea stage" with real customers and revenue, but early enough that you'll define how we scale
• Market opportunity: €5B+ market in Spain, every company with employees needs payroll, and current solutions are outdated and painful
• Product‑market fit: We're solving a painful, expensive problem with a product customers actually love