Batmaid

Financial Planning and Analysis

• Develop and drive necessary financial policies & procedures, and internal controls
• Oversee internal controls to ensure appropriate compliance with Group policies and procedures
• Prepare including the review and analysis of quarterly and annual financial statements and disclosures
• Coordinate and ensure completion of annual audit, ensure integrity and accuracy of financial statements in compliance with with CO / GAAP
• Support the CFO with ad hoc projects and analysis
• Implement systems to improve controls and efficiency
• Timely establish and submit tax returns
• Provide business partnering support to local and international markets

Finance Manager

Operations

• Oversee daily operations and ensure service levels and KPIs are met
• Lead and support Team Leads and Customer Service Operators (ultimately supervising 3 to 5 Team Leads and 30-40 Operators)
• Drive productivity, quality, and continuous improvement.
• Serve as the on-site leader for all staff matters.
• Support HR processes (onboarding, performance management, warnings, terminations) with the Group HR Director.
• Foster a positive, compliant, and engaged work environment.
• Coordinate and supervise future support teams based in Lisbon (e.g. Marketing).
• Act as the local point of contact for cross-functional collaboration with HQ (Switzerland)
• Ensure smooth functioning of the office, infrastructure, and local vendors.
• Support compliance with Portuguese labor law and internal company policies.
• Provide regular reports to Group leadership on performance and staffing.
• Ensure clear communication between Lisbon teams and headquarters.

Operations Director

Customer Support

• Lead, coach, and develop a multilingual team of agents.
• Set and track KPIs
• Conduct regular performance reviews and support agent growth.
• Ensure high-quality customer interactions across calls and emails/tickets.
• Review tickets/calls for quality assurance.
• Resolve escalated issues with professionalism and empathy.
• Oversee scheduling and ensure adequate team coverage.
• Monitor ticket flow and implement process improvements.
• Maintain and update SOPs and knowledge base content.
• Track and analyze key service metrics.
• Provide regular reports to senior management (remote)
• Identify trends and suggest service enhancements.
• Guarantee service consistency in English, French, and German.
• Support internal teams with customer insights and feedback.
• Coordinate with HR, IT, and Product teams on hiring, tools, and system updates.
• Drive initiatives to improve customer satisfaction and team efficiency.
• Promote best practices and innovation in customer service delivery.

Customer Service Manager

• - Coordinate with employees to ensure timely acceptance and execution of services
• - Assist customers during onboarding, ensuring accurate information collection
• - Address and troubleshoot service execution issues, such as accessibility challenges
• - Manage and process customer feedback, damages, and quality concerns
• - Handle employee absences in line with established guidelines
• - Ensure customers' payment information is current and accurate
• - Respond to employee inquiries regarding contracts and payroll matters
• - Provide performance feedback to employees, escalating issues when necessary
• - Initiate contract changes for employees as required
• - Participate in planning and executing events for employees and customers
• - Conduct regular calls to employees and clients to ensure service quality and gather feedback

Customer Service Representative, German/English

IT Support

• Act as the first responder for user issues or requests raised through dedicated channels.
• Guide users where a functionality exists to complete request
• Execute changes where these are within remit
• Escalate to Level 2 issues that cannot be resolved directly by user or yourself
• Add and remove access to different tools and systems according to profile of user onboarded, offboarded or undergoing change of scope
• Update and maintain the logic present within business tools such as 3CX and Zendesk, according to user needs
• Maintain and update user documentation and process manuals
• Document requirements and processes for new developments under guidance of Product Manager
• Conduct basic, structured training for new users or for refresher training
• Write and issue communications relating to incidents, changes and new developments

Senior IT Support Specialist

Analytics Engineer

• Design, build, and maintain **dbt models** that transform and structure raw data for reporting and analytics.
• Write efficient and scalable **SQL** to support modeling and analysis within Snowflake.
• Use **Python** for data transformations, automations, and integrations.
• Build and maintain **Tableau dashboards** to surface metrics and insights to business users.
• Define, document, and standardize **core metrics and KPIs** across the organization.
• Partner with the Data Engineer to ensure data pipelines are performant, reliable, and well-maintained.
• Conduct data quality checks and maintain documentation to ensure trust in data.
• Collaborate with stakeholders to translate business questions into data requirements and deliver clear, actionable solutions.

• Design, build, and maintain dbt models that transform and structure raw data for reporting and analytics.
• Write efficient and scalable SQL to support modeling and analysis within Snowflake.
• Use Python for data transformations, automations, and integrations.
• Build and maintain Tableau dashboards to surface metrics and insights to business users.
• Define, document, and standardize core metrics and KPIs across the organization.
• Partner with the Data Engineer to ensure data pipelines are performant, reliable, and well-maintained.
• Conduct data quality checks and maintain documentation to ensure trust in data.
• Collaborate with stakeholders to translate business questions into data requirements and deliver clear, actionable solutions.