Care & Support Team Leader

bsport; Barcelona; Híbrido; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A leading wellness platform is seeking a CareTeam Leader based in Barcelona. The ideal candidate will manage a team of Customer Care Specialists, drive performance, and enhance customer satisfaction. They will ensure quality standards are met while fostering a positive team culture. This role offers a hybrid work model with perks such as fitness benefits, health insurance, and paid sick leave, aimed at enriching employee experience.

Servicios

Exclusive gym benefits

Fully covered health insurance

Team outings and events

Paid sick leave

Work remotely for up to 3 weeks per year

Formación

• Proven experience managing customer support or care teams in a SaaS or tech environment.
• Previous supervisory, coaching, or team lead experience is strong plus.
• Ability to prioritize and multitask effectively.

Responsabilidades

• Drive outstanding service through a team of Customer Care Specialists.
• Ensure SLAs, priorities, and quality standards are met.
• Review conversations and give actionable feedback.

Conocimientos

Customer support management

Coaching

Excellent communication skills

Organizational skills

Ability to analyze data

Herramientas

HubSpot CRM

Intercom

Descripción del empleo

Start date: February/March, 2026
Based in Barcelona, hybrid model.

We're looking for its future CareTeam Leader.

At bsport we empower the Wellness Industry with an all-in-one platform that combines boutique fitness and advanced technology. Our platform enables our partners to manage their bookings, payroll, marketing and more, to streamline operations and boost their commercial success.

If you're looking to join a collaborative culture where your ideas matter, your growth is encouraged, and your impact is visible, we’d love to meet you!

About the role

At bsport, the Care & Support Team Leader drives a team of Customer Care Specialists to deliver outstanding service while keeping operations sharp and customers happy.

This role turns strategy into action—boosting performance, developing talent, strengthening processes, and working closely with the Customer Care Manager to keep the engine running.

The Team Leader builds a high-trust, high-impact environment where people take ownership, grow fast, and consistently deliver great results.

What will be your impact

People & Team Leadership

• Run impactful 1:1s focused on performance, wellbeing, and growth

• Coach daily, give clear feedback, and support complex cases

• Manage schedules, time off, and team communication

• Build a positive, collaborative team culture

Operations & Delivery

• Own daily workload distribution and queue health

• Ensure SLAs, priorities, and quality standards are met

• Coordinate with other teams and lead weekly team meetings

• Support launches, campaigns, and training

Quality, Process & Performance

• Review conversations and give actionable feedback

• Improve processes to boost efficiency and customer experience

• Track KPIs and contribute to reporting

• Manage bonus metrics and help the team understand how performance drives rewards

You would be great fit if you have:

• Proven experience managing customer support or care teams in a SaaS or tech environment.

• Previous experience in a supervisory, coaching, or team lead role is a strong plus.

• Excellent communication skills, both written and verbal.

• Solid organisational skills and time-management skills, ability to prioritise and multitask.

• Ability to analyse data and quality metrics to drive improvements.

• Comfortable working with CRM systems (hubspot, intercom) and internal tools.

• Ability to stay calm under pressure and support others through high activity periods.

What We Offer

What We Offer
🌅 Vibrant office in Passatge St. Joan, Barcelona.
🏠 Hybrid work, with 1 remote day per week.
🌎 Work from anywhere – Travel & work remotely for up to 3 weeks per year.
🏋🏽♀️ Fitness perks – Exclusive gym benefits tailored for you.
❤️ Health insurance – Fully covered by us.
🍹 Team culture & socials – Join after-work events and team outings.
🏄🏼♀️ Team building & sports – Connect with your teammates through fun activities.
🛏️ Paid sick leave – Because your health comes first.

Here’s what to expect in our hiring process

• Discovery Call with Charlotte, Talent Acquisition (30min)

• Interview with Jessica, our future manager (30min)

• Interview with Kevin, our Head of CSM and OPS (30 min)

Please provide your CV in English.

We believe diversity makes us stronger and are committed to creating an inclusive workplace where everyone can do their best work.

If you require accommodations during the application or interview process, please inform us.

See you 👋🏼