Customer Support Team Leader (Remote)

Would you like to help build a modern Customer Support operation from the ground up? 🚀 At Rauda AI we’re looking for a Customer Support Team Lead who is passionate about people, operations, and delivering exceptional customer experiences. This is not a traditional “supervisor” role. We’re looking for someone hands-on, proactive, and excited to help shapeand scale a growing Customer Support operation within a fast-paced BPO environment. You’ll lead a small but impactful team, improve processes, drive performance, solve problems, and help us create a customer-centric culture from day one. If you enjoy ownership, building structure, coaching people, and making things better every day — we’d love to meet you! ⚙️ What You’ll Do🤝 Lead From the Front

• Lead, coach, and support a small team of Customer Support Specialists while actively participating in day-to-day customer interactions. This is a hands-on leadership role where you'll balance team management with operational responsibilities, leading by example and staying close to the customer experience.

⚙️ Own the Operation

• Oversee daily support operations, manage escalations and complex customer cases, and ensure smooth workflows across the team. You'll help build scalable processes, organize operational coverage, and maintain high service standards.

📈 Drive Performance

• Monitor KPIs, customer satisfaction, and quality metrics to identify improvement opportunities. You'll use data to optimize team performance and support continuous operational improvement.

🚀 Build & Improve

• Help shape the future of Customer Operations at Rauda by defining processes, improving efficiency, and collaborating with internal teams to deliver an exceptional customer experience.

🤝 What You’ll Bring

• 2+ years of experience in Customer Support, Customer Experience, or Operations.
• Previous experience leading or mentoring teams.
• High level of Spanish and English (written and spoken).
• Strong communication, problem-solving, and coaching skills.
• Comfortable working with KPIs, support tools, and fast-paced environments.
• High ownership mindset and willingness to stay close to the day-to-day operation.
• Familiarity with AI tools and their application in professional environments is a plus.

🧠 How We Work At Rauda, autonomy and ownership are part of our culture. We move fast, but we care deeply about building things properly. This is a high-impact role where your ideas, decisions, and operational mindset will directly shape how the team grows.

• We believe in continuous improvement, transparency, collaboration, and learning fast.
• Our working model is primarily remote, with office access in Madrid.
• The role includes rotating weekend and holiday coverage as part of the support operation.
• We value flexibility, accountability, and trust, and we care much more about impact and ownership.

🚀 Ready to help us build the future of customer support? Apply now and join Rauda!!About Us Rauda is an AI-powered Customer Operations company helping businesses automate customer support at scale. We combine artificial intelligence with human support teams to deliver fast, efficient, and high-quality customer experiences across all channels. Our mission is simple: automate repetitive customer interactions so human teams can focus on complex cases where empathy, judgment, and problem-solving truly matter. Rauda works with some of the fastest-growing digital companies in Europe and is building the next generation of AI-first customer support operations.