Call Center Support Team Lead

Join the team. Make an impact.

At Holded, we believe that daily admin should never stop a great idea from becoming a success. That's why we create intuitive software to empower anyone who dares to start their own business. Long story short: we want to make business simple.

In order to create cutting-edge products that meet the needs of the sector, talent is essential. We are looking for passion, creativity, and commitment. In return, we offer the same.

The Role

We’re looking for a results-driven and empathetic Call Center Support Team Lead to oversee our call center operations. In this role, you’ll manage and mentor a team of Support Specialists, ensuring they provide high-quality assistance while hitting performance targets. You’ll be responsible for fostering a positive team culture, driving operational excellence, and continuously improving the overall customer experience.

What You’ll Do:

• Lead, coach, and mentor a team of Call Center Support Specialists.

• Monitor daily operations to ensure calls are handled efficiently and meet quality standards.

• Set team performance goals and track key metrics (e.g., call resolution time, customer satisfaction, response rate).

• Conduct regular 1:1s, performance reviews, and provide ongoing feedback.

• Act as a point of escalation for complex customer issues, ensuring timely resolution.

• Collaborate with other departments (Product, Engineering, Sales) to resolve customer issues and relay feedback.

• Develop and implement strategies to optimize team productivity and customer satisfaction.

• Organize training sessions and keep the team updated on product changes and new features.

• Prepare regular reports on team performance and share insights with senior management.

About you

• 2+ years of experience in a team lead or supervisory role within a call center environment.

• Strong leadership skills with the ability to motivate and inspire a team.

• Excellent problem-solving abilities and decision-making skills.

• Proven ability to analyze data and drive performance improvements.

• Outstanding communication and interpersonal skills.

• Tech-savvy with the ability to learn and train others on new software quickly.

• Reporting Skills: Prepare and analyze reports to provide performance information.

• Native in Spanish but fluent in English.

Extra awesome

• Experience in SaaS or Tech Customer Support.

• Familiarity with CRM and call center management tools (e.g., Zendesk, Salesforce, Intercom, Zoom or Aircall).

• Basic knowledge of business management software (accounting, invoicing, HR).

What it's like to work with us

• Permanent contract

• Short work-day on Fridays

• 26 paid vacation days 

• Free catered lunch at the office

• English/Spanish classes

• Referral program

• Continuous Training: annual budget for training for each employee

• Fully equipped kitchen with snacks, drinks, and fresh fruit

• Top-notch work equipment

• Office in front of the sea with ping pong, pool table, PlayStation…

• Interesting projects and a great work environment

• An excellent opportunity to grow with the company

• Discounts on a Gym membership

At Holded, we do things a bit differently. There’s no corporate nonsense and no old-fashioned hierarchy. Instead, we work in self-sufficient, autonomous teams. We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.

We didn’t start Holded to be another software company. We started Holded to be epic, and you will be part of it.