Customer Support Team Leader

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 high-quality 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 real-time support volumes and adjust team resources accordingly

• Provide insights on staffing needs based on data-driven 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 platform’s 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 solution-oriented 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 knowledge-sharing initiatives, ensuring the team stays up to date on product updates and industry best practices

What We’re 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 customer-centric and solution-oriented approach

• Ability to work cross-functionally with different teams (Product, Operations, Training, etc)

• Experience in international trade, SaaS, or B2B environments is a plus

A few of the benefits 

Whether it's 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 people-centered 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 65,000 employee-base 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. 

#LI-Hybrid

Location:

Barcelona

Brand:

Dentsu

Time Type:

Full time

Contract Type:

Permanent