Customer Care Manager

Jobtailor; Madrid; Presencial; EUR 42.000 - 64.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking a proactive Customer Care Leader to oversee the Spanish Care team and drive performance. You will coach and develop the team, conduct 1to1s and performance reviews, review tickets, and ensure high-quality responses to merchants.

You will monitor KPIs such as CSAT, response times and reply rates, participate in merchant calls, handle escalations, and collaborate with Account Management, Operations and Product to deliver a seamless, merchant-focused experience.

Formación

• 3+ years in a client-facing role.
• At least 1 year of team management experience.
• Strong organizational and time management skills.
• Proven ability to work in a team.
• Strong stakeholder management capabilities.
• Analytical mindset with a data-driven approach.
• Customer-centric mindset.
• Native Spanish and fluent English.
• Adherence to Bigblue values.

Responsabilidades

• Manage & coach the Customer Care team.
• Lead the Spanish Care team daily to drive performance.
• Conduct 1to1s, performance reviews and meetings with the Spanish Care Team.
• Review tickets with the Spanish Care team.
• Provide coaching and support to the team when needed.
• Monitor and analyze KPIs (CSAT, response times, replies) to ensure quality.
• Ensure high responsiveness and service quality for tickets.
• Participate in ticket handling with the team and merchants calls (≈20% time).
• Escalate issues from merchants via calls and meetings.
• Create ad-hoc strategic planning with merchants without an Account Manager.
• Implement and update workflows to manage Care requests efficiently.
• Ensure streamlined communication with merchants in Care remit.
• Align with Account Management for a seamless merchant experience.
• Collaborate with operations & product teams to translate feedback into improvements.

Conocimientos

Client-facing

Team management

Organizational skills

Time management

Team collaboration

Stakeholder management

Analytical mindset

Customer-centric

Spanish native

English fluency

Bigblue values

Descripción del empleo

Responsibilities

• Manage & coach the Customer Care team
• Lead the Spanish Care team on a daily basis to drive performance.
• Ensure 1to1, performance reviews and other meetings with the Spanish Care Team.
• Ensure tickets review with the Spanish Care team.
• Provide coaching and support to the team when needed.
• Monitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality.
• Guarantee high responsiveness and service quality for tickets to thrive for excellence.
• Participate in tickets handling with the team and merchants calls (around 20% of your time).
• Be responsible for escalations from our merchants via calls and meetings.
• Create ad-hoc strategic planning with merchants without an Account Manager.
• Implement and update structured workflows / processes to manage Care requests efficiently.
• Ensure streamlined communication with merchants in Care remit.
• Align with the Account Management team to ensure a seamless experience for merchants.
• Work closely with operations & product teams to ensure merchant feedback leads to meaningful improvements.

Requirements

• 3+ years of experience in a client-facing role and 1+ year managing a team.
• Exceptional organizational & time management skills.
• Demonstrated ability to work in a team.
• Strong stakeholder management capabilities.
• Analytical mindset.
• Customer ultra-centricity.
• Native Spanish speaker and fluent English speaker.
• Be 100% in line with the Bigblue values.