SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Bsport is an all-in-one platform empowering the wellness industry by combining boutique fitness with advanced technology. The platform helps partners manage bookings, payroll, marketing, and operations. Backed by €30 million in funding, the company is accelerating international expansion and redefining fitness and wellness tech.
In this role, you will ensure optimal customer support operations by managing forecasts, schedules, rotations, and support routing. You'll use data and automation to optimize team capacity, maintain service levels, and establish clear routing processes across the support team.
Key Responsibilities:
- Volume forecasting by day, hour, channel, and language, including Fin volumes and new hire ramp-up; Level 2 coverage planning
- Weekday and weekend rotation scheduling (minimum 2 people per weekend day), holiday and absence management
- Intercom queue management, assignment rules configuration, and language-based routing
- Fin handoff rules to ensure every handoff reaches a person, never an empty inbox
- Escalation path management to Level 2 (billing, payments, app issues, quality, bugs)
- Live monitoring of response times and backlog with alerts to Team Leads
- Daily review of unassigned and unanswered conversations
- Intercom automation setup, tagging, and view configuration to reduce manual work
The role is based in Barcelona with 1 remote day per week plus 15 additional remote days annually. You'll work on Passeig de Gràcia with an international team across Europe, the US, and APAC. Benefits include AI tools (Claude account with monthly budget), fully covered health insurance (Alan), dental (DKV), mental health support, Wellhub gym access, tax-free salary benefits (Alan Flex), and Summer Fridays in August.
Requirements:
- 2+ years of experience in workforce management, support operations, or similar planning role
- Hands-on experience with Intercom, Zendesk, or similar support platforms, including rules setup, queue management, and automation configuration
- Strong analytical skills with confidence in spreadsheets, data analysis, and forecast building
- Fluent in English with clear communication across stakeholders
- Nice to have: multi-language support operations experience, Excel or BI tools proficiency
