Spanish-Speaking Customer Support Team Lead - Growth

Lcky Group; Melilla; On-site; EUR 28,000 - 42,000; Full time

Benefits offered by this job

Private health insurance

Annual wellbeing benefit

Social events

Job summary

LCKY Group in Melilla is seeking a Spanish-speaking Customer Support Team Leader to manage our Spanish market CS team in Melilla. You will recruit, mentor, and drive performance to deliver first-class service and meet KPI targets.

The role requires strong leadership, coaching abilities, and fluent English with native Spanish skills, enabling effective cross-functional collaboration across markets.

Qualifications

• Previous Customer Support management experience required.
• Experience coaching and developing team members.
• Excellent English and native Spanish language skills.

Responsibilities

• Recruit, mentor, and manage a team of CS agents.
• Improve customer experience and apply best practices.
• Oversee development of agents and nurture empowerment.
• Create effective customer service procedures and standards.
• Supervise day-to-day operations in the CS department.
• Ensure high-quality support to meet deadlines and KPIs.
• Enforce company policies and procedures.
• Identify trends and recommend improvements.
• Define and communicate service metrics; monitor results.
• Conduct regular one-to-one meetings and quarterly reviews.
• Prepare and distribute CS reports to stakeholders.

Skills

Customer Support management

Coaching & team development

English communication

Spanish language proficiency

Job description

LCKY Group in Melilla is seeking a Spanish-speaking Customer Support Team Leader to manage our Spanish market CS team in Melilla. You will recruit, mentor, and drive performance to deliver first-class service and meet KPI targets.

The role requires strong leadership, coaching abilities, and fluent English with native Spanish skills, enabling effective cross-functional collaboration across markets.