Customer Experience Team Lead

VeryChic; Barcelona; On-site; EUR 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salary + bonus

Private health insurance

Flexible compensation

Employee discount

Home office days

Referral program bonus

Barcelona open office in Eixample

International team

Job summary

VeryChic in Barcelona is seeking a Customer Experience Team Lead to guide a team of around 10 agents, delivering fast, proactive support across the travel booking journey while driving sales performance.

You will coach, monitor KPIs (CSAT, NPS, conversion), manage escalations, plan schedules, and collaborate with Product, Operations, Marketing and Tech to continuously improve the customer experience and revenue outcomes.

Qualifications

• 2–4 years in customer service or customer experience roles.
• At least 1 year leading teams or acting as senior agent/mentor.
• Native French speaker and proficient in English and Spanish; additional languages are a plus.

Responsibilities

• Lead, mentor, and support a team of around 10 Customer Experience Agents in a fast‑paced online travel environment.
• Conduct regular coaching sessions, 1:1s, and performance reviews.
• Foster a high‑performance team culture focused on excellence in sales and service quality.
• Monitor daily KPIs including sales conversion, CSAT, NPS, response time, and productivity.
• Coordinate daily tasks, assign workload, plan schedules, and manage resource distribution.
• Coach the team on sales techniques, cross‑selling, up‑selling, and value‑based communication.
• Identify opportunities to increase conversions and revenue during customer interactions.
• Work with Product, Operations, Marketing, Tech to communicate customer insights and pain points.
• Propose and implement process improvements to optimize the customer journey.

Skills

Leadership

Coaching

Sales mindset

Empathy

Problem solving

Prioritization

Analytics

Tools

CRM

Ticketing tools

Customer communication systems

Job description

Role Purpose

The Customer Experience Team Lead is responsible for guiding and motivating a team of arround 10 agents to deliver exceptional customer service while driving sales performance. This role ensures that every customer receives fast, proactive, and high‑quality support throughout the travel booking journey, maximizing both customer satisfaction and business results.

Key Responsibilities

Team Leadership & Coaching

• Lead, mentor, and support a team of around 10 Customer Experience Agents in a fast‑paced online travel environment.
• Conduct regular coaching sessions, 1:1s, and performance reviews.
• Foster a positive, collaborative, and high‑performance team culture focused on excellence in both sales and service quality.

Performance Management

• Monitor daily KPIs including sales conversion, CSAT, NPS, response time, service quality, and productivity.
• Identify performance gaps and implement improvement plans.
• Ensure team adherence to processes, scripts, and customer service standards.

Operational Oversight

• Coordinate daily tasks, assign workload, plan schedules, and manage resource distribution.
• Support the management of escalated cases, complex issues, or customer disputes.
• Ensure smooth handling of booking changes, cancellations, refunds, and supplier interactions.

Sales Excellence

• Coach the team on sales techniques, cross‑selling, up‑selling, and value‑based communication.
• Identify opportunities to increase conversions and revenue during customer interactions.
• Analyze sales performance and implement action plans to meet targets.

Quality Assurance & Continuous Improvement

• Conduct regular quality audits and provide structured feedback to agents.
• Work with internal teams (Product, Operations, Marketing, Tech) to communicate customer insights and pain points.
• Propose and implement process improvements to optimize the customer journey.

Collaboration

• Act as the communication bridge between frontline agents and management.
• Contribute to training materials, onboarding processes, and knowledge base updates.
• Participate in departmental projects, new feature rollouts, and process optimization.

Skills & Competencies

• Strong leadership and coaching abilities.
• Excellent communication and interpersonal skills.
• Sales‑oriented mindset with ability to motivate others.
• High sense of empathy and customer‑centric approach.
• Strong problem‑solving capacity and judgment in handling escalations.
• Ability to work under pressure and manage priorities in a dynamic environment.
• Analytical thinking and ability to interpret performance metrics.

Experience & Qualifications

• 2–4 years of experience in customer service or customer experience roles.
• At least 1 year of experience leading teams or acting as senior agent/mentor.
• Native French speaker and proficient in English and Spanish; additional languages are a plus.
• Experience in the travel industry or online booking platforms is a strong advantage.
• Proven experience achieving sales targets and maintaining high service quality.
• Familiarity with CRM, ticketing tools, and customer communication systems.

Key Performance Indicators (KPIs)

• Sales conversion rate & revenue per interaction
• Customer Satisfaction (CSAT) & NPS
• First‑Contact Resolution (FCR)
• Service quality scores (QA audits)
• Adherence to SLAs and response times
• Team productivity and schedule adherence
• Reduction of escalations and complaints

VeryChic advantages

• Competitive fixed salary plus monthly performance-based bonus.
• Private health insurance.
• Flexible compensation with Flexoh (Save money and improve your work-life balance).
• Enjoy an employee discount on our already extraordinary offers (for you and your family).
• Regular home office days to promote work-life balance.
• Referral program bonus.
• Enjoy a comfortable open space office, with plenty of natural light, and ideally located in the heart of Barcelona’s Eixample district.
• Become part of an international, young, dynamic & welcoming team.