[Hiring] Product Support Team Lead @Coverflex

Role Description

Product Support Team Lead

Seniority Level: Lead

Type: Manager

Languages: English (main) / Portuguese & Spanish. Italian a plus.

Main Tools:

• Ticketing: Zendesk (or similar)
• Knowledge base tooling (e.g., Notion/Confluence/Guru)
• Automation/AI tooling (as applicable)
• Project management (Jira/Linear/Asana)

Location: Remote (Europe only)

Compensation:

• Base Salary: 32.000€ - 35.000€ gross
• Bonus / Commissions: No.
• Equity: Yes – Stock Options under our Virtual Equity Incentive Plan
• Contract Type: Permanent

Your Impact

Your role will play a major role in our success because…

• You will have direct impact on customer trust and retention by improving resolution times, quality, and proactive support.
• This role enables scale through process, tooling, and AI/automation adoption—helping deliver a high-quality benefits experience across PT & ES.

You’ll know you’re successful when, after 90 days, you’ve…

• Improved responsiveness and operational performance (TTR/SLA/backlog health) across PT & ES.
• Improved customer experience outcomes (CSAT) and reduced escalations/recontacts through quality, knowledge, and process.
• Increased team efficiency and support coverage via process redesign, tooling, and AI/automation adoption.

How we’ll measure success:

• Median + p90 TTR, % tickets within SLA, backlog size & age (by market/channel), peak-time performance.
• CSAT by market/channel, QA score, escalation rate, repeat contact rate, complaint themes trend.
• Tickets per agent/day (or equivalent productivity), cost per ticket (if available), AI/automation coverage %, deflection/auto-resolution rate, reduction in manual workload for top drivers.

Reality Check - What Makes This Role Hard

• Balancing two markets with different realities and stakeholder expectations.
• Driving change while protecting day-to-day performance.
• Aligning priorities across Support, Product, Engineering, and Ops.
• Building scalable playbooks without over-standardizing what should remain market-specific.
• Managing peaks/incidents calmly.

Qualifications

• 5–8+ years in Customer Support/Service Ops, including leadership roles.
• Strong KPI management (CSAT, TTR, SLA, QA, backlog).
• Proven process improvement + change management.
• People leadership (coaching, performance management, hiring).
• Stakeholder management with Product/Eng/Ops.
• Fluent in English + Portuguese and Spanish.

Nice-to-have

• Experience leading multi-country / multi-site teams.

Your DNA

• Data-driven, calm under pressure, high ownership, and strongly collaborative.
• Comfortable leading through ambiguity, setting clear priorities, coaching leaders/ICs, and communicating transparently with stakeholders.

Manager & Team

Meet Your Manager

• Hiring Manager: Tadeu Zanardo
• Location: Spain

Profile Snapshot:

• Energy: upbeat, positive, sweet
• Communication: open, direct
• Feedback Style: giving feedback to the team is something I like to do - the people of my team are aligned. I have a personal feedback cycle that I give every quarter to my team.

How to work with me - in the Manager's own words:

I’m very chill and easy to work with — I keep things calm even when things get busy. I like simple, practical solutions and I don’t overcomplicate decisions.

Your Team

• Team structure: 8 agents. The team is composed of 4 junior profiles + 4 mid seniority agents, all very committed.
• We have 2 different teams: one just to take care of the employees, another to take care of managers. The team is responsible for doing customer support by chat and email only.
• Other stakeholders: Success Team, mainly.
• The team is autonomous to take the tickets. We have flows and automations to distribute the tickets (the TL does not need to do that, but it is important to control backlog, volume, control metrics, doing QA).
• This person will have strategic meetings with other stakeholders: customer success, product team, and also join some meetings of the Italian team to understand the strategy related to where we are going.
• Weekly meeting with the team to share metrics + Slack channels to keep the team updated and share things.

Access & Belonging (Equal Opportunity)

We hire for impact and potential, not pedigree.

We welcome applications from people with non-linear careers, career breaks, caregiving gaps, and those changing fields.

No discrimination on the basis of:

• Age
• Disability
• Gender identity/expression
• Marital or family status
• Pregnancy
• Neurodivergence
• Race/ethnicity
• Religion/belief
• Gender
• Sexual orientation
• Any other protected ground

Assessment fairness:

We anchor on evidence of outcomes (what you shipped, moved, or influenced). We actively de-bias by using structured rubrics, multiple assessors, and blind screening most of the time (we won’t know your name, gender, or personal info until the interview stage).

Application Clarity

No cover letter required.

Apply with your LinkedIn or upload your CV.

You may be asked a few short, relevant questions.

Total candidate time investment: ~3–5 hours end-to-end.

Hiring Stages (What to Expect, Why & How Long)

1. CV / LinkedIn Screen — Signal check vs must-haves
   • Done by People + Hiring Manager.
   • You’ll hear from us within 7 business days.
2. Role-Fit Questionnaire (async)
   • Purpose: capture signals your CV can’t (languages, tools, scenario judgement) and calibrate seniority.
   • Format: multiple choice + short answers.
   • Accessibility: prefer a call? Tell us - we’ll swap for a short chat.
3. Hiring Manager Interview - Deep dive into your work • 45–60 min
   • Structured around outcomes, decisions, and collaboration.
4. Behavioural Interview - Show how you think • 45-60 min
   • Use our case or bring a real artefact (deck, PR, analysis, playbook).
   • We assess clarity, decision quality, stakeholder thinking, and ethics.
5. Meet the team - get to know peers and team • 30-45min
6. Case / Work Sample - Show how you think • ≤90 min
   • Use our case or bring a real artefact.
   • We assess clarity, decision quality, stakeholder thinking, and ethics.
7. Final Conversation (CEO / C-Level) — Values, strategy, and your growth • 30–45 min
8. Optional: References (2–3 people who’ve seen your recent work) - async.

AI & Hiring Tools Transparency

We use a few tools to reduce bias and improve documentation, not to make hiring decisions.

• Teamtailor anonymisation: profiles are reviewed without relying on names/personal identifiers.
• Meeting recorder (e.g., Talka.ai): may be used to capture interviews so we can focus on the conversation.
• ChatGPT: may be used to turn interview notes/transcripts into clear, structured summaries.

Important: every application is reviewed by a human, and no decision or rejection is made by AI. If recording is used, we’ll be transparent and (where required) ask for consent.

Speed & Communication

• Decision: within 4 weeks of your application.
• Updates: weekly if the process runs longer.
• Scheduling: interviews between 10:00–16:00 CET (flexible across Europe).
• Feedback: from the Case stage onwards, you’ll always receive written or verbal feedback - what went well, and what to strengthen next time.