Coverflex exists to make compensation work for everyone. Pay is still rigid, fragmented, and hard to feel. We turn compensation into choice — one platform, one card, one app — for benefits, meal allowance, insurance and more. Our platform is simple for HR and meaningful for employees. We provide choice, smarter compensation tools and empowerment.
Role OverviewProduct Support Team Lead
Job Details
Seniority Level: Lead
Type: Manager
Languages: English (primary), Portuguese, Spanish. Italian a plus.
Location: Remote (Europe only)
Main Tools: Ticketing: Zendesk (or similar);
Knowledge base tooling (Notion/Confluence/Guru);
Automation/AI tooling (as applicable);
Project management (Jira/Linear/Asana)
Compensation: 32,000€-35,000€ gross base salary;
No bonus/commissions;
Equity: Stock Options under virtual equity incentive plan;
Benefits: all Coverflex benefits apply;
Contract: Permanent
Impact & ResponsibilitiesYour role will play a major role in our success because you will have direct impact on customer trust and retention by improving resolution times, quality, and proactive support. This role enables scale through process, tooling, and AI/automation adoption—helping deliver a high-quality benefits experience across PT & ES.
Key Success Metrics (after 90 days)
Improved responsiveness and operational performance (TTR/SLA/backlog health) across PT & ES.
Improved customer experience outcomes (CSAT) and reduced escalations/recontacts through quality, knowledge, and process.
Increased team efficiency and support coverage via process redesign, tooling, and AI/automation adoption.
Success Measurement
Median p90 TTR, % tickets within SLA, backlog size & age (by market/channel), peak‐time performance.
CSAT by market/channel, QA score, escalation rate, repeat contact rate, complaint themes trend.
Tickets per agent/day, cost per ticket, AI/automation coverage %, deflection/auto‐resolution rate, reduction in manual workload for top drivers.
Reality Check – Role ChallengesBalancing two markets with different realities and stakeholder expectations;
driving change while protecting day‐to‐day performance;
aligning priorities across Support, Product, Engineering, and Ops;
building scalable playbooks without over‐standardizing what should remain market‐specific;
managing peaks/incidents calmly.
Requirements
5–8+ years in Customer Support/Service Ops, including leadership roles.
Strong KPI management (CSAT, TTR, SLA, QA, backlog).
Proven process improvement and change management experience.
People leadership (coaching, performance management, hiring).
Stakeholder management with Product/Eng/Ops.
Fluent in English, Portuguese, and Spanish.
Nice‐to‐Have
Experience leading multi‐country / multi‐site teams.
Team DNAData‐driven, calm under pressure, high ownership, strongly collaborative. Comfortable leading through ambiguity, setting clear priorities, coaching leaders/ICs, and communicating transparently with stakeholders.
Manager & TeamHiring Manager: Tadeu Zanardo. Location: Spain. The team consists of 8 agents (4 junior + 4 midsenior), split into two groups: one for employees and one for managers. Supports customer through chat and email only.
Benefits & EEO StatementWe provide all Coverflex benefits. We hire for impact and potential, not pedigree. We welcome applications from people with non‐linear careers, career breaks, caregiving gaps, and those changing fields. No discrimination on the basis of age, disability, gender identity/expression, marital or family status, pregnancy, neurodivergence, race/ethnicity, religion/belief, gender, sexual orientation, or any other protected ground.
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