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Customer Service Lead
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You'll lead SolidMaint's multilingual customer service — chat, phone, email, an AI-powered first touch backed by human support. You'll build a service experience that's exceptional in this industry.
Responsibilities
- Leading the customer service team and optimising the AI tools
- Scaling multilingual service — 19+ languages in the ERP
- Measuring and continuously improving first-contact quality
- Close collaboration with the Dispatcher: from order to job with no gaps
- Customer service KPIs — response times, resolution rate, customer satisfaction
- The complaint loop: observations → to the Quality Manager → into ERP improvements
- Training AI agents together with the Product Manager and the Data / AI Engineer
What we expect
- Experience leading customer service — multilingual and international settings matter
- Understanding of AI-powered customer service and its limits
- Fluent English and Spanish; a third language a significant advantage
- The ability to act as the interface between technology and the customer
- A data- and process-oriented leadership style
What SolidMaint offers
- You'll lead a customer service operation that's new to this industry — AI handles the routine, humans handle the hard cases
- The ERP delivers the data, and the language barrier is solved as part of the product — you won't have to fight it
- Direct impact on customer loyalty and the brand
- A career path to leadership level as we internationalise
- Competitive pay and an equity component
Working environment
- Costa del Sol office, hybrid model possible
- The team will grow from 3 people at the start to a team of 20+
- The work combines strategic development with operational support for the team