Customer Care Squad Manager - Spain

Bigblue; Madrid; Presencial; EUR 40.000 - 55.000; Jornada completa

Descripción de la vacante

A progressive logistics company in Madrid is seeking a Customer Care Squad Manager to lead the local Customer Care team. The role involves coaching, managing performance, and maintaining direct contact with merchants to enhance customer service efficiency. Applicants should have significant experience in client-facing roles and team management. This position offers an opportunity to impact the company's growth positively.

Servicios

110€ monthly for restaurants and delivery

15€ monthly for public transport

ClassPass membership for fitness

MacBook or choice of equipment

100% health insurance coverage

Formación

• 3+ years of experience in a client-facing role.
• 1+ year managing a team.
• Exceptional organizational & time management skills.

Responsabilidades

• Lead and coach the Customer Care team.
• Monitor KPIs to ensure performance quality.
• Implement structured workflows for Care requests.

Conocimientos

Organizational skills

Team management

Analytical mindset

Stakeholder management

Customer-centricity

Descripción del empleo

E-commerce is booming — but independent brands still struggle to match the seamless logistics of giants like Amazon. AtBigblue, we’re on a mission to change that.

We help brands by democratizing best-in-class operations: scaling faster while delivering a five-star customer experience.

Since 2018, we’ve built a tech-driven logistics platform powering500+ brands— from fast-growing DTC players to global names likeMUJI, Aigle, Scuffers and Cabaïa. With110+ employeesacrossParis, Madrid, and London, our proprietaryWMS (Warehouse Management System) Atlas, and a network of7 warehouses across Europe, we’re solving logistics challenges that others haven’t dared to tackle — making fulfillmentfaster, smarter, and greener.

Backed by$20+M in fundingand trusted by the next generation of e-commerce leaders, we’re scaling rapidly — from10 million orders in 2024toward ambitious enterprise expansion. The journey ahead is bold, and we’re looking for the right partner to help us lead the way.

About the role

Location: Madrid

As a Customer Care Squad Manager, you will take the lead of the Customer Care team in Spain in order to monitor the workload, the performance and to improve continuously processes. You will also be in direct contact with merchants for escalations and some tickets, and be in the heart of our operations to support our growth. Finally, you will contribute to the improvement of the app through your daily interactions with the Operations and Product teams.

This job opening is intended to help structure the Care team in Spain. You will report directly to the Spain Merchant Team Lead.

Missions ️

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.

Be the engine of the team performance

- 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 to 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.

Lead the excellence of Care processes in Spain

- 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 in and fluent in .
• Be 100% in line with the Bigblue values.

Benefits

High impact role: Be at the center of our growth journey and help shape the team that will power Bigblue’s future.

Founders-led companywith an innovative, caring culture.

Fast-growing scale-up:Join a well-funded, early-stage company where your work will have immediate and visible results.

International environment:Work across Paris, Madrid, London, and our European warehouse network.

110€ per month for restaurants and delivery. 15€ per month for public transport.

️ ClassPass membership for fitness & wellness.

️ MacBook or any setup you need — your choice of equipment to do your best work.

???? 100% health insurance coverage with Benefiz.

We want to hear from you! Regardless of sex, gender identity, sexual orientation, race, color, religion, origin, disability, age… At Bigblue, we create equal opportunities for all and make our culture as inclusive as possible. Because we believe that challenging assumptions andembracing diversity in experiences and backgrounds is what makes us stronger.

Because whatwe value first and foremost are curiosity and growth-driven minds. So, regardless of who you are and how many “boxes” you tick on the job description, if you have the energy and passion to help shape Bigblue’s entrepreneurial adventure,APPLY.

Process

1. Informal discovery call (Google Meet)

2. Deep-Dive call (Google Meet)

3. Case study

4. On-site interviews (in our Madrid office, half-day)

5. References