About Us

Nalanda is a leading Spanish multinational dedicated to bridging the gap between large companies and their suppliers through an innovative digital platform. Our platform streamlines business processes such as document exchange, purchases, invoices, and vital business information. We specialize in coordinating activities between contractors and their suppliers, minimizing costs, time, and risks, while fostering transparent and effective business relationships.

We are a dynamic, forward-thinking company committed to building an inclusive workplace where talent thrives. At Nalanda, we believe that the development of people drives organizational success. Join us as we continue to build a culture of growth, inclusivity, and excellence.

Purpose of the Position

We are creating a new position to support and partner with our existing customer support teams with the aim of driving continuous improvement, operational excellence, and a better overall customer experience.

The position is not designed to replace or override current team leads or middle managers. Instead, it will act as a support function to help them grow and succeed through better processes, insights, and tools.

Key Focus Areas

• Operational Efficiency: Improve support operations and contact center processes to enhance service quality.
• Collaboration with Team Leads: Work alongside our support leaders to help them reach operational goals and improve team performance.
• Data-Driven Improvements: Analyze KPIs and performance data to identify gaps and opportunities.
• Customer Experience: Ensure improvements positively impact the customer journey.
• Technology & Innovation: Leverage automation, AI, and process tools to boost efficiency.
• Coaching & Empowerment: Provide frameworks, methodologies, and practical support to current managers.

Candidate Profile

Required

• 5+ years of experience in contact center/customer support operations or consulting.
• Experience in service improvement, performance management, and process optimization.
• Strong communication and collaborative skills.
• Fluent English (written and spoken).

Preferred

• Background or familiarity with the construction industry.
• Knowledge of COPC or other customer service standards.
• Experience with CRM platforms and support tech tools.
• Additional languages, especially French, are a plus.