Are you passionate about customer experience and ready to lead support operations in a fast-growing tech environment?
Join Ludium Lab, a high-tech company that's revolutionizing the cloud gaming sector! If you enjoy building efficient customer service processes, solving challenges with empathy, and creating outstanding customer experiences, keep reading!
Who are we?
Ludium Lab is a tech company founded in Barcelona, Spain, in 2012. We are specialists and leaders in cloud services and solutions, operating in over 60 countries around the world. Currently, our work focuses on adapting our technology to areas such as cloud gaming platforms (developing Sora Stream), the automotive sector, metaverse solutions, and SaaS/XR (VR/AR). With more than a decade of experience, our team builds high-quality, cost-efficient solutions based on virtualization and cloud streaming technologies.
What will you do as a Customer Service Lead?
You'll play a key role in shaping and improving the customer experience at Ludium Lab. From designing scalable support processes to handling day-to-day customer interactions, you'll help ensure our users receive high-quality support across all communication channels.
Your key responsibilities include:
• Designing and implementing customer service workflows and processes.
• Defining, documenting, and maintaining SLAs, response times, and quality standards.
• Establishing best practices for ticket handling, escalation, and issue resolution.
• Configuring and optimizing customer support tools and communication channels.
• Maintaining internal documentation, guidelines, and knowledge bases.
• Managing and responding to customer inquiries through email, ticketing systems, messaging platforms, and social networks.
• Coordinating escalations with other teams and departments.
• Ensuring a consistent tone and quality across all customer-facing communications.
• Identifying recurring issues and customer pain points through feedback and interactions.
• Tracking and reporting customer service KPIs such as response time, resolution time, CSAT, and NPS.
• Proposing improvements and product feedback based on customer insights.
Nice-to-have experience:
• German language knowledge.
• Previous experience as a Customer Service Lead or Support Manager.
• Experience working in startups or fast-growing environments.
• Familiarity with customer satisfaction metrics such as CSAT and NPS.
What do we offer?
• 100% remote work, with optional access to our offices in Barcelona and Madrid.
• Limitless growth opportunities: at Ludium Lab, we invest in your continuous development, both personally and professionally.
• Flexible working hours so you can manage your time efficiently.
• Flexible compensation plan and private health insurance.
• A collaborative environment with a talented, multidisciplinary team.
• Ongoing support for your training and development.
• Openness to groundbreaking ideas that challenge the status quo.
At Ludium Lab, we promote a culture of diversity, innovation, and professional growth. If you're passionate about customer experience and want to help shape the future of support operations in a cutting-edge tech company, we want to meet you!
Are you ready to join our team?
Your success will be our success.