Senior Support Operations & AI Systems Lead

Bending Spoons; Madrid; Hybrid; EUR 40,000 - 55,000; Full time

Benefits offered by this job

Flexible hours

Remote working

Learning & training budget

Health insurance

Relocation support

Parental leave

Company equity

Job summary

Bending Spoons in Madrid, Spain, is seeking a talented, driven, and collaborative individual to join our Customer Support team. You’ll work on day-to-day operational needs and longer-term projects, building processes and systems that deliver great support efficiently and at scale.

This role emphasizes using data and AI, partnering with Product and Engineering, and shaping the support experience for newly acquired products.

Qualifications

• Strong reasoning ability and structured thinking.
• Ambitious, driven, and takes ownership of work.
• Collaborative mindset and willingness to help the team.
• Proficient in English (reading, writing, speaking).

Responsibilities

• Improve customer support operations with projects like onboarding external providers and redesigning support organization.
• Build and improve scalable support systems: help centers, chatbots, automated flows, AI-powered solutions.
• Collaborate with Product and Engineering to identify recurring issues and feed insights into product improvements.
• Shape the support experience for newly acquired products, aligning tools and processes.
• Use data and AI to measure performance and identify improvement opportunities.

Skills

Reasoning ability

Drive

Team spirit

Proficiency in English

Job description

Bending Spoons in Madrid, Spain, is seeking a talented, driven, and collaborative individual to join our Customer Support team. You’ll work on day-to-day operational needs and longer-term projects, building processes and systems that deliver great support efficiently and at scale.

This role emphasizes using data and AI, partnering with Product and Engineering, and shaping the support experience for newly acquired products.