Team Leader Customer Service

Puesto: Team Leader Customer Service )
As a Team Leader Customer Service, you are responsible for the daily operations and performance of the Customer Service team. You coach, guide, and motivate your team to deliver excellent service and ensure customer satisfaction at every touchpoint. You play a key role in creating a high‑performing team and continuously improving the way we serve our customers.
Responsibilities   Lead and inspire your team: coach, motivate, and support team members to perform at their best.
Drive performance: monitor KPIs, manage daily operations, and ensure targets are met.
Organize and plan effectively: monitor scheduling, workload distribution, and team alignment.
Act as the first point of contact for escalations and complex customer issues.
Develop the team: conduct performance reviews and team meetings.
Improve processes: identify improvement opportunities and support implementation of new ways of working.
Support the Head of International Customer Service and handle urgent escalations when needed outside working hours.
Qualifications   Higher vocational level of working and thinking level, possibly supplemented with education in Sales or Customer Service.
3–4 years of experience leading or coaching a team.
Several years of experience in Customer Service and a good understanding of customer service processes and systems.
Ability to apply common sales techniques such as up‑selling and cross‑selling to achieve commercial goals.
Strong communication and interpersonal skills.
Ability to work in a fast‑paced, target‑driven environment.
Fluent in English (spoken and written).
Spanish proficiency is idóneo.
Lead by example and bring positive energy.
Enjoy coaching and developing others.
Stay calm under pressure and solve problems quickly.
Take ownership and drive results.
Have a strong customer focus and attention to detail.
Benefits   Base salary from EUR 33,000 – 38,000 per year gross, based on a full‑time employment of 40 hours per week.
26 working days for vacation or personal use.
60% working in our office in the centre of Barcelona – you can work 40% sibility to work fully remote through our workation options.
Employee discount on ambient lighting for home office.
Fully equipped home office after 6 months of employment.
Choice between transportation or restaurant allowance after 6 months.
Private health insurance fully covered by us after 6 months.
Opportunities to learn and grow; your knowledge and development are key.
Monthly after‑work with all colleagues.

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