Descripción de la oferta
About ValeriaValeria is building the future of HR and payroll in Spain. We're an AI-native platform that automates contracts, payroll, and compliance for companies with high employee turnover (hospitality, delivery, events, agriculture). We're rethinking how an entire industry works—moving from manual, error-prone processes to intelligent automation.We're a fast-growing startup backed by top investors, disrupting a €5B+ industry that's still stuck in spreadsheets and legacy software.The RoleWe're looking for an Operations Lead who's obsessed with building systems that scale. You'll own the architecture of our customer operations: designing automation, eliminating friction, and turning messy processes into elegant, measurable workflows.You'll spend most of your time in the operational layer: mapping journeys, automating touchpoints, designing dashboards, and making sure our systems work before our team has to. You'll also oversee a small CS team, but the real leverage is in the infrastructure you create around them.What You'll DoBuild Automation & Scale OperationsAutomate everything possible: customer notifications, ticket routing, report generation, workflow triggersMap the full customer journey and eliminate every manual touchpoint that shouldn't existBuild operational dashboards (Metabase/Looker) with the metrics that matter: CSAT, NPS, time-to-resolution, churn signalsDesign early warning systems for at-risk clients and SLA breachesOwn the automation roadmap: quick wins for Q2-Q3, structural projects for H2Own Onboarding End-to-EndFull responsibility from contract signature to successful go-liveDefine standard timelines and success criteria by customer segmentBuild segment-specific playbooks and self-service onboarding for small customersTrack every onboarding in real-time with health scores and proactive escalationMeasure obsessively: time-to-first-payroll, implementation success rate, early CSATBe the Voice of the Customer to ProductSystematize feedback: categorize tickets, analyze patterns, run structured customer interviewsTranslate pain points into product requirements with detailed user stories and acceptance criteriaDeliver weekly Voice of Customer insights to Product & EngineeringOversee the CS TeamCoordinate a team of 4, ensuring workload balance and SLA coverageBuild playbooks and escalation processes for complex casesCreate dashboards that give real-time visibility into team performanceWho You AreMust-haves:3-5 years in CS operations, growth ops, or similar high‑intensity operational rolesTechie mindset: You can read basic code, understand APIs, build automations (Zapier, Make, n8n, or similar)Systems thinker: You see patterns, design workflows, and document processes obsessivelyData‑driven: You build dashboards, track metrics, and make decisions based on evidenceStartup hustle: You've worked in fast‑growth environments where things break and you fix themFluent Spanish + strong English (our customers are Spanish, our team is international)Experience with labor law, HR tech, or compliance‑heavy productsSQL skills or BI tool experience (Metabase, Looker, Tableau)You've built CS operations from scratch or scaled them 3‑5xBackground in consulting, project management, or process improvementYou've worked closely with engineering teams on product developmentYou’ll thrive if:You get energized by building systems that make teams 10x more efficientYou love the challenge of turning messy operations into elegant automationYou're equally comfortable in spreadsheets, CRM tools, and technical documentationYou can context‑switch between coaching your team and debugging a workflowYou're obsessed with customer experience but pragmatic about what to automate vs. humanizeWhat We OfferCompetitive compensation: €50,000 - €60,000 gross salary + equityFree lunch when you're at the office (thanks to Nora)Flexible remuneration with CoverflexFlexibility: Hybrid setup (HQ in Barcelona), 60 days/year remote work from anywhere, unlimited PTOMission‑driven work: Transform how payroll and HR are done in Spain—solve real problems for real businesses and their employeesFounding team impact: Join early enough to shape our GTM strategy, sales culture, and customer relationshipsOwnership and autonomy: Direct collaboration with founders, your voice matters in pricing, positioning, and product decisionsModern sales culture: We care about pipeline hygiene, honest forecasting, and customer success—not activity metrics for the sake of activityWhy Join Valeria Now?Timing: We're past the "idea stage" with real customers and revenue, but early enough that you'll define how we scaleMarket opportunity: €5B+ market in Spain, every company with employees needs payroll, and current solutions are outdated and painfulProduct‑market fit: We're solving a painful, expensive problem with a product customers actually love#J-18808-Ljbffr
