Customer Experience Team Lead - Travel & Sales Excellence

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

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.