Product Support Team Lead - Iberia

Product Support Team Lead role at Coverflex, responsible for leading a team of 8 agents to deliver a high-quality benefits experience across PT & ES, improving responsiveness, operational performance, and customer experience outcomes. The role requires 5-8+ years of experience in Customer Support/Service Ops, including leadership roles, with strong KPI management and process improvement skills. Fluency in English, Portuguese, and Spanish is required.

Requirements

• 5-8+ years of experience in Customer Support/Service Ops, including leadership roles
• Strong KPI management (CSAT, TTR, SLA, QA, backlog)
• Proven process improvement + change management
• People leadership (coaching, performance mgmt, hiring)
• Stakeholder management with Product/Eng/Ops

Benefits

• Base Salary: 32.000€ - 35.000€ gross
• Equity: Yes – Stock Options under our Virtual Equity Incentive Plan
• Benefits: All Coverflex benefits apply
• Flexible work arrangements