About this role
The role
You’ll ensure the right people are handling the right conversations at the right time by managing forecasts, schedules, weekend rotations, and support routing. You’ll use data and automation to optimise team capacity, keep service levels on target, and ensure clear, reliable routing processes across the support team.
What you will own
Planning
Volume forecast by day, hour, channel and language.
Rota for weekdays and the weekend rotation (at least 2 people on every weekend day), holidays and absences.
Routing
Intercom queues, assignment rules and language routing.
Fin handoff rules: every handoff lands with a person, never in an empty inbox.
Escalation paths to Level 2 (billing, payment cases, app, quality and bugs).
Service levels
Live monitoring of response times and backlog; alerts to Team Leads.
Daily sweep of unassigned and unanswered conversations.
Automation
Intercom automations, tags and views that remove manual work.
You would be great fit if you have
Relevant experience: 2+ years of experience in workforce management, support operations, or a similar planning role.
Support platform expertise: hands-on experience with Intercom, Zendesk, or similar tools, including setting up rules, managing queues, and configuring automations.
Strong analytical skills: You’re confident working with spreadsheets, analysing data, and building forecasts to support effective planning and decision-making.
Language skills: You’re fluent in English and comfortable communicating clearly with different stakeholders.
Nice to have: Multi-language support operations; excel or BI tools.
What We Offer
🤖 AI-powered, from day one Your own Claude account and a monthly AI tools budget.
🩺 Your health comes first Alan health insurance fully covered by bsport · DKV dental · mental health support · paid sick leave.
🧘 Move like the people we serve Wellhub access to thousands of gyms, studios and wellness apps.
💳 Get more from your pay Alan Flex: pay meals, transport and nursery from your gross salary, tax-free.
☀️ A great place to work, live and connect Office on Passeig de Gràcia · 1 remote day/week + 15 extra days/year · Summer Fridays in August · an international team across Europe, the US and APAC.
The hiring process
Introduction call with Charlotte, talent acquisition
First interview with Lucie, CSM Enablement
Second interview with Rachel,Team leader customer care
Third interview with Taninna, Head of CSM
We believe diversity makes us stronger and are committed to creating an inclusive workplace where everyone can do their best work.
If you require accommodations during the application or interview process, please inform us.
Departments
CSM
Location
Barcelona, Passeig de Gràcia
Remote status
Hybrid
Job Level
IC3 - Confirmed
CSM
·
Barcelona, Passeig de Gràcia
· Hybrid
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