Customer Support Lead

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 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 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 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 bring3+ 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. 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.Company CultureHave an impact on millions of people — Change how users and language professionals make transcriptions, translations and subtitles.Work with a small team of bright people — When we talk with most people, they have a hard time understanding how we got so far with so few people. We're close in ARR to a typical Series B company, but our ARR per employee is 10x the industry average.A company culture built on trust, autonomy, and independenceInfinite runway, no investment pressure. We are 100% bootstrapped and profitable. Every penny spent comes from happy customers who are paying for a product they value. Many tech companies are laying off staff because they grew too fast and need funding to survive. We prioritized profitability and sustainable growth, and are not impacted by funding shortage.? In-Person culture — We believe nothing beats the magic of great people working together in person, in and outside of working hours. We work together, and spend time together: expect laughter-filled conversations over shared meals. The rule of thumb is 80/20 (80% in the office and 20% where you want); you have flexibility to work from abroad or at home when needed.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 and we can flex the 80/20 rule.? Flexible working hours — Work on the schedule that makes you the most happy and productive.Beautiful office in Gràcia — One of the best areas in Barcelona. Our offices are much more than just a place to work. We like to see them alive 24/7, filled with friends and creative activities. Want to organise a community event, a breakfast with other designers, developers, etc.? The place is yours.? 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!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, even if it's just kitchen talk. That's why you'll find Italian, French or Catalan people talking in English to each other.What we offer...Competitive salary — our salaries are in the top percentiles of the Barcelona startup scene.Equity — By joining the company when the team is so small, you're helping us set the foundations of our future success. We're asking you to come on an adventure, so if we find a treasure, we want you to get a piece.€1,000 per year 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. This perk will help you stay closer to them.Mental health support — We have partnered with Oliva to offer you the best mental health support, from day 1. You can access 1-1 online therapy as often as you need to and it's 100% confidential.?30 days per year vacation time — To relax and recharge your batteries whenever you need to.Visa sponsorship and Relocation help — We want to work with the best people, regardless of where they're from. We'll help with your relocation costs and getting set up in Barcelona and will sponsor your visa if needed.The hardware that you need to be most productive.1 book/mo + e-learning platforms, conferences or courses of your choice — We truly want you to learn.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.Interview ProcessWe see this as a two way process and value the time you invest in considering working with us. We are committed to replying to everyone who applies, giving feedback to everyone we interview, being respectful of your time and giving you all the information you need to be able to make a decision.Step 1 - First Chat 30-minute video call with Dorottya from our talent team.Step 2 - Hiring Manager Interview with our CEO, André to dive deeper into your experience and skillset.Step 3 - Take-Home Task and presentation with André and our Head of Marketing, Sharon.Step 4 - Values fit interview with our CTO, Marc, and our Product Manager, Leo to get to know you better as a person, understand your values, how you collaborate, think, make decisions, and what makes you tick.Step 5 - Meet the teamNote - you might speak to different people than the ones noted here, but the steps remain the same. In some cases, we might ask for an additional conversation to go deeper into certain topics if we think it can add value.
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