Naboo is hiring a B2B Customer Support Lead to own and scale our client support function from Barcelona. This is a leadership role: you'll define the playbook, set the KPIs, and build the processes that turn support into a competitive advantage. We need someone who has done this before in a tech environment, who thinks in systems, and who is as comfortable diving into a billing dispute as they are designing an SLA framework.

What you'll do

• Own the end-to-end client support experience — from first response to resolution — across all B2B channels

• Define, implement, and monitor KPIs and SLAs for the support function; report on performance weekly

• Manage B2B billing and invoicing workflows: accuracy, dispute resolution, and follow-up on outstanding items

• Identify systemic issues through data analysis, build root-cause documentation, and drive process improvements

• Collaborate cross-functionally with Finance, Ops, and Product to align support operations with company goals

• Recruit, onboard, and mentor future support team members as the team scales
  
  

What we're looking for

• Native-level French and English (spoken and written) — non-negotiable

• Proven experience leading or building a B2B customer support function, ideally in a tech or SaaS company

• Strong background in finance/billing operations — you understand invoicing, payment terms, and reconciliation

• Hands-on experience with support and CRM tools (HubSpot, Intercom, Zendesk, or similar)

• Data-driven mindset: comfortable building dashboards, tracking metrics, and making decisions based on numbers

• Ability to context-switch between strategic planning and hands-on execution in a fast-paced environment
  
  

You'll thrive at Naboo if you...

• Are AI-obsessed: you can demonstrate how you've used AI or automation to improve operations

• Embrace change and ambiguity — you build the plane while flying it

• Want serious ownership and the autonomy that comes with it

• Are excited about shaping a function from scratch inside a high-growth startup
  
  

Compensation & Benefits

• Competitive package depending on experience

• Beautiful offices in central Barcelona with coffee and fresh fruit

• Regular team events and offsites
  
  

• Step 1 — Screening video call with the Head of Ops (15 min)

• Step 2 — Deep-dive video call with the Head of Ops (30 min)

• Step 3 — Final video call with the COO (15 min)