Customer Care Team Leader

Puesto: Customer Care Team Leader )
Job Title:

Customer Care Team Leader

Location:

Barcelona, Spain
About Us &

Role Overview  We are a fast-growing international company dedicated to delivering outstanding customer experiences. As part of our continued expansion, we are seeking a Customer Care Team Leader to join our team in Barcelona. This role is key in leading the daily operations of our customer service team — providing on-the-ground leadership, monitoring KPIs, and offering first-line support to our agents.

Key Responsibilities   Lead, guide, and motivate Customer Service agents on a daily basis.
Act as the first point of contact for operational queries and escalations.
Monitor and report on KPIs (response time, resolution rate, CSAT).
Support performance management: assist with 1:1s, reviews, and training.
Ensure team compliance with processes and quality standards.
Collaborate with CX teams to drive service improvement initiatives.
Contribute to recruitment and onboarding of new team members.
Qualifications & Requirements   Proven leadership experience, ideally in a customer service environment.
Strong interpersonal and communication skills.
KPI-driven with excellent organizational skills.
Skilled in problem-solving and conflict resolution.
Flexibility and ability to work across different shifts.
Bilingual:
Proficient in French and English (mandatory).

What We Offer   Competitive salary and benefits package.
Performance-based bonus scheme.
Career growth and professional development opportunities.
A dynamic, collaborative, and international work environment.
Access to a vibrant coworking space in Barcelona with modern offices, meeting rooms, shared areas, pool, gym, restaurant, bar, laundromat, and regular networking events.
If you are passionate about delivering exceptional customer service and thrive in a fast-paced, team-focused environment, we’d love to hear from you!

Please note:

Only CVs in English will be considered.

Work Location:

In person

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