Team Lead Pagero Support
Are you an experienced people leader who thrives at the intersection of customer service, operational excellence, and team development? Do you enjoy being close to the day-to-day work while guiding your team toward continuous improvement and high performance?
As a Team Lead Pagero Support, you will play a key role in ensuring smooth daily operations within Support, while developing people, strengthening processes, and delivering a consistently high-quality service experience to our customers.
This role is based in Madrid and is offered as a hybrid position, combining time in the office with flexible remote working in line with Thomson Reuters policies.
Pagero has recently joined Thomson Reuters. Together, we are building the world’s largest, open business network. With our cloud-based network, customers can reach any business, anywhere in the world – no matter how many borders their operations may cross. We take care of the technical and regulatory requirements across the entire order-to-cash, purchase-to-pay and freight processes, to give customers data accuracy and security, transparency, and real-time visibility. All this through a single connection.
About the Role
In this opportunity as Team Lead Pagero Support, you will:
Lead daily Support operations by ensuring work schedules, staffing, and resource planning are upheld to minimize downtime and meet customer SLA agreements.
Act as a people leader by conducting one‑to‑one sessions, developing team members, and promoting a healthy, inclusive, and collaborative work environment.
Ensure service excellence by delivering high‑quality, efficient, and sustainable customer support aligned with Pagero standards and best practices.
Own operational readiness by administrating local Support systems and tools, ensuring that equipment and systems function reliably.
Translate strategy into execution by aligning the team with Pagero’s and Support’s strategic objectives, processes, and routines.
Drive continuous improvement through analysis of cases, transactions, and trends to optimize workflows and handlings.
Support onboarding and education, while representing the team in resource‑related matters in close collaboration with the rest of Support Management.
About You
You’re a fit for the role of Team Lead Support if you have the following required qualifications:
Academic degree (preferably technical) or equivalent relevant experience, with proven experience developing support or service processes.
Previous experience leading or coordinating teams in an operational or service‑driven environment.
Service‑minded and business‑minded approach with a strong focus on customer value and ownership.
Proactive and engaged, with confidence to stand up for decisions while remaining open to feedback.
Strong team player able to collaborate effectively across teams and functions.
Positive, curious, eager to learn, and committed to continuous improvement.
Empathetic, humble, and communicative leadership style, with fluency in spoken and written English and Spanish.
Successfully pass an extended background check (criminal and credit).
Additional preferred qualifications include:
Background in customer support, service operations, or technical support environments.
Experience with resource planning, shift coordination, or workforce scheduling
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What’s in it For You?
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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