Customer Support Team Leader
Customer Support Team Leader
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Job Description
Job Description:
About Us
At Merkle we are dedicated to supporting SMEs in their international trade journey by providing a seamless and efficient platform. Our Customer Support team is a key pillar of this experience ensuring users receive highquality assistance tailored to their needs.
To strengthen our operations we are looking for a Customer Support Team Leader who will not only lead and coach a team of support specialists but also could contribute to quality assurance and workforce management (WFM) when necessary. This hybrid role ensures service excellence while optimizing resources to provide a smooth and efficient user experience.
Your Role
As a Customer Support Team Leader you will oversee the daily operations of the support team ensuring efficiency quality and alignment with our customer service strategy. You will also play an active role in monitoring performance optimizing schedules and driving continuous improvement initiatives.
As we are at early stages of the project this role offers the opportunity to contribute shaping a new team and a new best in class support. It would require a flexibility at the beginning to handle both roles of Customer Support Specialist and Team Leader and evolving as a full time team leader in the future as the team grows.
As a Customer Support Specialist you will be the first point of contact for our users assisting them through various channels (email chat phone) and ensuring their inquiries are handled efficiently and professionally. You will also contribute to onboarding efforts by guiding new users and helping them integrate the platform into their daily operations as well as supporting customer success initiatives to maximize user satisfaction and engagement.
Key Responsibilities
Team Leadership & Performance Management
Lead and mentor a team of customer support specialists providing guidance and support in their daily work
Monitor individual and team performance through KPIs (e.g. response time resolution time customer satisfaction)
Conduct regular feedback sessions and performance reviews to drive engagement and improvement
Foster a positive and collaborative team culture aligned with company values
Quality Assurance & Continuous Improvement
Monitor interactions across different support channels (email chat calls) to ensure consistency and quality
Identify training needs and contribute to coaching and upskilling initiatives.
Collaborate with the Quality team (or assume partial QA responsibilities) to establish best practices and refine processes
Ensure that customer interactions align with company tone professionalism and user expectations
Workforce Management & Operational Efficiency
Assist in scheduling shift planning and workload distribution to maintain service levels across different time zones
Monitor realtime support volumes and adjust team resources accordingly
Provide insights on staffing needs based on datadriven analysis and anticipated growth
Work closely with other departments to ensure smooth communication and alignment on operational needs
Customer Support
Assist users with inquiries related to our platform products and services via chat email and phone
Take ownership of customer issues ensuring they are resolved effectively and keeping users updated throughout the process
Guide new users through onboarding helping them understand the platforms features and best practices
Proactively support customer success initiatives identifying opportunities to help users get the most value from the platform
Ensure a seamless experience by providing clear concise and solutionoriented responses
Collaborate with internal teams (Product Operations Customer Success Knowledge Base) to escalate complex cases and share valuable user insights
Contribute to process improvements helping refine onboarding customer support workflows and best practices
Participate in knowledgesharing initiatives ensuring the team stays up to date on product updates and industry best practices
What Were Looking For
Proven experience as a team leader (minimum 3 years) or senior support specialist in a customer support environment (minimum 7 years)
Positive mindset and flexibility to perform different tasks necessary to develop the customer support
Strong leadership and people management skills with a focus on coaching and development
Experience in quality assurance or workforce management is a strong plus
Analytical mindset with the ability to interpret data and optimize processes
Excellent communication skills with a customercentric and solutionoriented approach
Ability to work crossfunctionally with different teams (Product Operations Training etc)
Experience in international trade SaaS or B2B environments is a plus
A few of the benefits
Whether its the joy of working with people at the top of their game or the Merkle social calendar people love working here and we hope you will too
Attractive and great compensation package
Flexible work schedule
Spanish/English lessons
Free life and health insurance
Career development through Dentsu University and LinkedIn Learning
Day off on your birthday
Annual wellness days
Merkle Care Employee Assistance Program
Merkle Benefits Club
2 volunteering days per annum
Flexible salary remuneration scheme
About dentsu
Taking a peoplecentered approach to business transformation we use insights to connect brand content commerce and experience underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo Japan and our 65000 employeebase of dedicated professionals work across four regions (Japan Americas EMEA and APAC). Dentsu combines Japanese innovation with a diverse global perspective to drive client growth and to shape society.
Diversity equity and inclusion sits at the heart of our Social Impact strategy our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society where everyone is equipped to thrive.
If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process please discuss this with our recruitment teams.
#LIHybrid
Location:
BarcelonaBrand:
DentsuTime Type:
Full timeContract Type:
PermanentEmployment Type
Full-Time
