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0B2B Customer Support Lead
12 may.Naboo
Barcelona, ES
B2B Customer Support Lead
Naboo · Barcelona, ES
. SaaS
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)