Morningstar is seeking an Associate Team Leader to support our EMEA Level II Data and Product Support team in Madrid. This role is ideal for a proactive and client-focused professional ready to take the next step in leadership. You'll help coordinate daily operations, mentor junior team members, and ensure high-quality service delivery across Morningstar's platforms.
Key Responsibilities:• Support the team members in managing day-to-day operations of the Level II Support team in EMEA.• Act as a point of contact for escalated client issues, ensuring timely and professional resolution.• Coach and mentor entry-level support specialists, fostering a culture of learning and performance.• Collaborate with internal teams (Customer Success, Product, Sales, Development) to streamline support processes and improve client outcomes.• Monitor service metrics and contribute to reporting on case resolution times and client satisfaction.• Assist in refining SOPs and implementing process improvements based on client feedback and team insights.• Participate in global support initiatives to ensure consistent service standards across regions.
Qualification:• 2+ years of client service experience, preferably in financial technology or data services.• Demonstrated ability to manage client relationships and resolve complex issues.• Strong communication skills, both written and verbal, with a client-first mindset.• Experience mentoring or guiding junior team members.• Comfortable working in a metric-driven environment with a focus on continuous improvement.• Bachelor's degree in Business, Finance, or a related field.• Familiarity with Morningstar platforms is a plus.• Multilingual capabilities are highly valued.
Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
302_MstarEurServSL Morningstar Europe Services, S.L. Legal Entity
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