.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 role This 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 Support Lead, you will be responsible for leading and growing our Customer Support 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 do You 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 Support 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 Support 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 bring 3+ years of hands-on experience in customer-facing roles, with a focus on optimizing customer support 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