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Customer Service Lead
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You lead SolidMaint's multilingual customer service — chat, phone, email, with AI-powered first contact backed by human support. You will build a service experience that is exceptional in the industry.
Responsibilities
- Leading the customer service team and optimizing AI tools
- Scaling multilingual service — 19+ languages in the ERP
- Measuring and continuously improving the quality of the first contact
- Close collaboration with the Dispatcher: from order to job without interruptions
- Customer service KPIs — response times, resolution rate, customer satisfaction
- Complaint loop: observations → to the Quality Manager → to ERP improvements
- Training AI agents together with the Product Manager and Data/AI Engineer
Requirements
- Experience leading customer service — multilingualism and international experience are important
- Understanding of AI-based customer service and its limitations
- Fluent English and Spanish; a third language is a significant advantage
- Ability to act as an interface between technology and the customer
- Data- and process-oriented leadership style
What SolidMaint offers
- You will lead a new kind of customer service for the industry — AI handles routine tasks, humans handle the difficult ones
- The ERP provides the data and the language barrier is solved as part of the product — you won't struggle with it
- You will have a direct impact on customer loyalty and the brand
- Career path to a leadership level with internationalization
- Competitive salary and an equity component
Work Environment
- Costa del Sol office, hybrid model possible
- The team will grow from an initial 3 people to a team of 20+
- The work involves both strategic development and operational support for the team