Head of Customer Operations – Spendesk – Customer Support Leadership Job in Barcelona:
Looking for a new leadership opportunity? Spendesk is hiring a Head of Customer Operations Spendesk to lead multi-tier support teams in Barcelona. The role focuses on improving customer experience, managing L1–L3 support, and driving key KPIs like CSAT, SLAs, and first-contact resolution. You will lead team managers, support cross-functional teams, and implement AI-powered tools to make support faster and smarter.
Key Responsibilities:
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Lead and mentor Customer Care & Technical Support teams
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Build scalable support processes and workflows
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Improve CSAT, response time, FCR, NPS, and SLAs
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Oversee multi-market support in different languages
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Collaborate with Product, Engineering, Compliance, and Finance
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Enable automation & AI tools for customer support efficiency
Requirements:
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7+ years in Customer Support/Operations
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3+ years in senior leadership
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Experience with SaaS, fintech, or support automation tools
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Strong communication & leadership skills
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Fluent English (French/European languages are a plus)
Benefits:
Flexible remote policy, health insurance, meal vouchers, transport reimbursement, 28 holidays, latest Apple equipment, and a diverse, supportive culture.
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