Hello ?We're Happy Scribe, a 100% bootstrapped and profitable startup based in Barcelona.
Happy Scribe is an Audiovisual Language Platform, enabling media brands, traditional language service providers and corporates around the world to scale their audiovisual language needs with ease. By combining language experts with state of the art AI, Happy Scribe helps teams securely manage contributors, streamline collaboration, and produce high-quality transcriptions, subtitles, and closed captions at speed.
Our team of 40+ people is growing. We're scaling the team thoughtfully and with a lot of care. How would you like to join us on this journey?
About the roleThis is a hybrid role, based in Barcelona.
Happy Scribe is office-first, remote-friendly. In other words, we aim to spend about 80% of our time collaborating in person from our beautiful office in Gracia.
As our Customer Care Lead, you will be responsible for leading and growing our Customer Care function. This is a hands-on role that combines leadership skills with operational excellence. Your focus will be delivering a top-tier customer experience while ensuring our processes are efficient and scalable as we expand our product offering. Success in this role requires deep product knowledge and a strong understanding of our platform's technical capabilities.
What you will doYou will report directly to our CEO, André, and collaborate closely with the Sales, Product, Language Operations and Engineering teams.
Here's what the role involves:
Leading and managing our Customer Care team, currently consisting of one in-house agent and a BPO partner. You will provide guidance and feedback, set goals, conduct 1:1 meetings, and ensure the team delivers consistent, high-quality support.
Handling high complexity support tickets that require deep product knowledge, providing a personal approach and timely resolution of customer inquiries and issues.
Optimizing internal workflows through automation and triage, while ensuring a first-tier level of support and personalization for our B2B customers.
Defining and tracking key metrics and KPIs for Customer Care to monitor performance and improve CSAT.
Providing actionable feedback to internal teams (Sales, Product, Engineering, and Language Ops) based on customer insights to enhance our products and services.
Continuously improving the customer support journey to ensure that all customer touchpoints are seamless and efficient.
What you will bring3+ years of hands-on experience in customer-facing roles, with a focus on optimizing customer care processes.
Strong people management skills, with the ability to lead a small team and manage external BPO partners.
Excellent interpersonal and communication skills, enabling you to build strong relationships with both customers and internal teams.
A genuine passion for what you do, be it delivering excellent customer experiences or beyond. What we value in others is a drive to make things the best they can be. ?
A growth mindset and adaptability - you perceive challenges as opportunities to grow and learn, and maintain a positive attitude when faced with obstacles.
A strong sense of ownership and results-first mindset - you take the lead on things without being asked and take things through to completion.
What we offerCompetitive salary ??— our salaries rank among the top percentiles of the Barcelona startup scene.
Equity ??— We're asking you to come on an adventure, so if we find a treasure, we want you to get a piece.
Impact ?— Change how millions of users and language professionals make transcriptions, translations and subtitles.
Small team of bright people ??— We got far with very few people. ???
Authentic company culture ??— Our company culture is built on trust, autonomy, and independence.
Infinite runway ??— Every penny spent comes from happy customers who are paying for a product they value, which means no investment pressure. We prioritize profitability and sustainable growth, and are not impacted by funding shortage.
30 days of vacation ???— To relax and recharge your batteries whenever you need to.
€1,000 yearly travel bonus ?? — We live in a distributed world where most people have friends and family spread around the globe. We don't want finances or distances to get in the way of spending time with the people you care about.
Mental health support ??— We have partnered with Oliva to offer you the best, ongoing mental health support, from day one.
In-person culture ???— We believe nothing beats the magic of great people working together in person. Our beautiful office in Gràcia is much more than just a place to work. Want to organise a community event, a breakfast with other designers, developers, etc.? The place is yours. Sneak a peek here. ??
We make it work ?— Have kids? Live far away? Do you have a non-normative life setup? The thing we care the most about is the team. Once we know we want to work with you, we make it work.
Visa sponsorship and relocation support ??— We want to work with the best people, regardless of where they're from.
Team retreats ?? — So far we've been to Paris, Mallorca, the Pyrenees, Aran Islands, Dublin, and Sweden, where we had a small island to ourselves!
Learning budget ?? — 1 book/mo + learning allowance. We truly want you to learn and grow.
Private health insurance ??- We have partnered with Alan to best take care of our team both in Barcelona and while they're on the road, covering half of the full price of the medical coverage.
International, English-only speaking environment ??— We're building an international team and want to create an inclusive environment where anyone can join any conversation at any time.