ReaddleSupport Team Lead
Jan. 2020 - Mar. 2024Spain, BarcelonaTeam Management & Development:
● Led the customer support team for Scanner Pro and Calendars apps, overseeing
team performance, quality, and productivity metrics.
● Conducted regular performance reviews, created development plans, and
managed compensation adjustments based on performance outcomes.
● Scheduled shifts to ensure optimal workload distribution and managed team
members’ time-off requests and vacation planning.
Hiring & Onboarding:
● Managed the end-to-end hiring process, from candidate selection to successful
onboarding and integration into the team.
● Designed onboarding programs to ensure new team members were quickly
equipped with the necessary skills and knowledge.
● Planned and organized educational workshops and team-building activities to
foster professional growth and a positive team culture.
Cross-Team Collaboration:
● Acted as the key liaison between Customer Support, QA, Development, and
Product teams to ensure customer feedback directly influenced product
improvements.
● Provided detailed customer insights, including bug reports, feature requests, user
demographics, and app usage trends to the Product team.
● Collaborated with QA to streamline the testing of customer-reported issues and
improve issue resolution workflows.
● Worked closely with the Development team to prioritize bugs and discuss new
feature implementations based on customer feedback.
● Contributed to app design reviews to enhance user experience and ensure
intuitive interfaces.