B2B Customer Care Team Lead

Bedrock Streaming; Lisboa; Híbrido; EUR 50 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Office in Lisbon

Flexible work options

Resumo da oferta

Bedrock Streaming seeks a B2B Customer Care Team Lead – Level 1 in Lisbon to lead a dedicated 4-person L1 support team, optimize queue operations, and serve as the bridge between front-line support and L2/Engineering. You will drive rapid responses, high first-contact resolution, and continuous improvement of knowledge resources.

The ideal candidate has hands-on experience in B2B support operations within tech, with proficiency in Zendesk/Jira Service Desk/Freshdesk, and proven leadership

Qualificações

• Experience in B2B customer support operations within fast-paced tech.
• Proficiency with Zendesk, Jira Service Desk or Freshdesk.
• Demonstrated leadership and mentoring abilities.

Responsabilidades

• Lead, coach, and organize a 4-L1 B2B Customer Support Specialist team.
• Manage queue operations, ensure First Response Time SLAs and high FCR.
• Coordinate with L2/Engineering and stakeholders for escalations.
• Track KPIs and drive process improvements in front-line support.

Conhecimentos

B2B support operations

Zendesk

Jira Service Desk

Freshdesk

Leadership

IT incident triage

Communication skills

Descrição da oferta de emprego

What if you could help major media companies compete with streaming giants? At Bedrock, that's what we do. We're a European company, founded by M6 and Bertelsmann / RTL Group that shapes the standards of streaming tech in Europe. We build and power leading video streaming platforms for some of Europe's biggest SVOD/AVOD players (6play, Videoland, RTL Play… ), dealing with 45+ millions of users. At Bedrock, we love challenges, whether they're related to features, scaling, performance or peak traffic. We believe that learning new tricks is a journey and sharing them with peers is definitely part of the fun. We have 350 employees in Paris and Lyon. As part of our international development, we are looking for a B2B Customer Care Team Lead – Level 1 for our new office in Lisbon.

MAIN RESPONSIBILITIES

At Bedrock, we're looking for a B2B Customer Care Team Lead (L1) to own front-line service delivery on our technical streaming platform. In this role, you will lead, coach, and organize a dedicated team of 4 L1 B2B Customer Support Specialists. Powered by a genuine technical curiosity for streaming architectures and real-time media delivery, you will oversee queue operations, guarantee rapid initial responses and high first-contact resolution, and act as the operational bridge between L1 front-line support, L2/Engineering teams, and key stakeholders.

As a B2B Customer Care Team Lead, you'll be:

Team Management & Coaching

• Managing, coaching, and developing 4 L1 support specialists through 1:1s, performance tracking, and tailored onboarding and training plans.


• Organizing daily L1 schedules and real-time ticket distribution to guarantee strict adherence to First Response Time (FRT) SLAs.


• Building and maintaining L1 quality assurance programs (case reviews, response templates, macro playbooks, and streaming diagnostic checklists) to ensure consistent, professional client interactions.

Support Tickets Triage & Streaming Escalations

• Acting as the primary escalation point for sensitive client inquiries or enterprise client issues, resolving them at the L1 level whenever possible.


• Ensuring L1 agents correctly identify, qualify, and route complex platform issues (playback errors, stream latency, ingest dropouts, authentication failures) to L2/Engineering with complete diagnostic notes and logs.


• Coordinating team response during active platform disruptions—executing fast triage, broadcast client updates, and maintaining clear, calm communication.

Continuous Improvement & Voice of Customer

• Channeling technical curiosity to identify client pain points and update self-service resources (FAQs, knowledge base, standard response macros) to drive ticket deflection.


• Refining L1 workflows, intake forms, and queue automation to boost First Contact Resolution (FCR) rates.


• Tracking key front-line KPIs (FRT, CSAT, FCR, Ticket Volume) and sharing data-backed insights with Product, Delivery, and L2 teams to drive product improvements.

WHAT WE'RE LOOKING FOR

• Solid background in B2B customer support operations or front-line service management within a fast-paced technology company.


• Hands-on expertise with modern ticketing platforms (e.g., Zendesk, Jira Service Desk, Freshdesk) and SLA management.


• Demonstrated leadership experience in mentoring, training, and guiding direct reports or team members.


• Technical curiosity about streaming platform fundamentals (real-time video/audio delivery, API integrations, webhooks, latency, architecture). You don't need to be a video engineer, but you must be eager to understand how the platform works under the hood.


• Strong knowledge of IT support workflows, incident triage standards, and ticket escalation protocols.


• Excellent communication and diplomacy skills, with the ability to de-escalate enterprise clients with patience and professionalism.


• Ability to stay calm under pressure during high ticket volumes or live platform incidents.


• Detail-oriented mindset with strong analytical skills to spot queue bottlenecks.


• Business-fluent English (written and spoken) to interact effectively with enterprise clients, team members, and engineering teams.

LIFE AT BEDROCK

• You'll join an enthusiastic, friendly and close-knit team in a fast-growing tech company with more than 10 years' experience and a strong network of media shareholders.


• Work flexibility and an office spaces with a great location in Lisbon.


• A top-notch tech expertise: documentation, support, R&D, management seniority.


• Work Evolutions & opportunities within the company, as well as training.


• Strong human connections: Last Friday Talks, Demo, Meet Up, Roadshows RH.