Customer Support Team Lead Spanish & English Speaker

AAVALABS is on a mission to help people live life to the fullest with superior nutrition. For over 13 years, we are passionate about making our small, international company grow and bringing our products to the world through different sales channels. Always with a focus on our goal: We want to create a healthier every day for the many people by giving them a piece of the Nordics.

100% transparent and pure line of supplements. We are huge believers in happiness and freedom, which is why our international team works 100% remotely. Still, our company is based on a Nordic culture marked by transparency, responsibility, and commitment.

If this resonates with you and you are ready to roll up your sleeves to join us on our mission, we are looking for our new Customer Support Team Lead.

Internally called Customer Happiness. As our Customer Happiness (CH) Team Leader, you will play a vital role in maintaining top-notch customer satisfaction. You’ll lead by example, inspire a small team, and ensure we exceed our KPIs, including a 90% Customer Happiness score, 70+ NPS, and first ticket response times under 12 hours.

What You’ll Do

Customer Engagement

1. Maintain Customer Happiness at 90% and NPS at 70+.
2. Oversee KPIs and ensure first response times remain below 12 hours.
3. Act as the voice of the customer, gathering and sharing insights to improve our processes.

Team Leadership

1. Train, guide, and support your team on SOPs, KPIs, and workflows.
2. Recruit, onboard, and mentor team members.
3. Provide feedback, foster growth, and ensure team alignment with company goals.

Process Ownership

1. Continuously update the CS handbook, templates, FAQs, and workflows.
2. Collaborate with regulatory and product teams to ensure compliance in customer communication.
3. Develop innovative ways to improve efficiency and team satisfaction.

Operational Excellence

1. Step in to manage tickets during high-demand periods or staff shortages.
2. Ensure accurate ticket tagging, reporting, and spam checks.

Reporting & Collaboration

1. Prepare weekly KPI reports and share actionable insights with leadership.
2. Work closely with digital marketing, product, and operational teams to align priorities.

What You Bring

Core Competencies

1. Empathy, warmth, and a proactive attitude.
2. Exceptional communication skills and emotional intelligence.
3. Highly organized, detail-oriented, and deadline-focused.
4. Adaptable, solution-driven, and calm under pressure.

Experience

1. Proven track record in customer support, preferably in eCommerce, health, or regulated industries.
2. Team management experience, including remote and diverse teams.
3. Expertise in drafting SOPs, training teams, and improving processes.
4. Proficiency in customer service tools like HelpScout or Zendesk.

Languages

1. Native-level English is a must.
2. Fluency in Spanish is required.
3. German, Polish or other European languages (e.g., French, Italian) are a plus.

What We Offer

1. Autonomy & Creativity: Shape workflows and implement ideas in a flexible environment.
2. Supportive Onboarding: Enjoy three months of mentorship to ease your transition.
3. Work-Life Balance: Flexible hours tailored to fit your schedule.
4. Growth Opportunities: Lead a small, dedicated team and make a lasting impact.

Is This You?

Do you thrive in dynamic environments? Are you passionate about delivering exceptional customer experiences while leading and inspiring teams? If this sounds like you, we’d love to hear from you.