.Get ready for the career adventure of a lifetime in sunny Valencia, Spain! At weWow, you'll thrive in a dynamic scale-up environment, collaborating with some of Europe's most renowned and fastest-growing brands. Join our incredible international community of passionate professionals, where personal and professional growth is essential.Behind the brand.Welcome to the Online Payment Platform! Based in the Netherlands, they are a cutting-edge scale-up revolutionizing the online payment landscape. With their innovative solutions, they empower businesses to navigate the complexities of digital transactions with ease and security. As they rapidly expand, their mission is to simplify payment processes, enhance user experiences, and drive growth for their clients. Join us as they lead the charge in shaping the future of online payments!A day in the life of.As a Local Support Lead, you will be responsible for delivering exceptional support, ensuring seamless onboarding, and maintaining a secure experience for OPP's customers. Leading a team of 20 Customer Experience Specialists, you will drive them to meet and exceed performance goals, ensuring efficient and effective service delivery. You will maintain effective communication with OPP stakeholders, ensuring their satisfaction with weWow.How you make an impact.Lead, mentor, and develop a team of customer support agents to ensure high performance and professional growth.Foster a positive, customer-centric culture within the team, emphasizing the importance of excellent customer service and continuous improvement.Monitor and manage team performance, providing regular feedback, coaching, and support to achieve and exceed KPIs.Provide targeted (team) training to team members in areas where their performance needs improvement.Implement strategies to enhance customer satisfaction through effective problem resolution.Schedule and manage team shifts, ensuring adequate coverage during peak hours and occasional weekends.Develop and implement operational procedures to streamline support processes and enhance efficiency.Track and report on team performance metrics, identifying areas for improvement and implementing action plans.Stay updated with industry trends, tools, and best practices to keep the support team at the forefront of customer service excellence.Recruit new team members to make sure the team is constantly filled with new talent.Encourage a culture of continuous learning and development within the team.Reporting to Operational Lead.What we value in you.You have a bachelor or university degree in Business Management or any other related field.You have +2 years of professional management experience in a comparable position and field, preferably in Customer Service or Quality.You have an intercultural CV and can speak professional English level to engage within our international environment