Founding German CX Team Lead - Barcelona (Hybrid)

Quince; Valencia; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Quince is seeking a German‑bilingual Customer Service Team Manager to build and lead our founding German CX team, based in Barcelona on a hybrid schedule. You will hire, coach, and develop frontline German-speaking Specialists while collaborating across the global CX organization to drive exceptional customer experiences.

You will lead a Barcelona‑based team, monitor CSAT and other KPIs, and partner with product, logistics, and marketing to improve processes and the overall customer journey in a

Qualifications

• Bachelor’s degree or higher preferred.
• Fluency in German and English (written and spoken).
• At least 4 years in customer experience or support leadership.
• Experience managing high-volume, distributed teams.
• Experience with CX platforms such as Zendesk/Gladly or similar.

Responsibilities

• Lead Barcelona-based CX Specialists delivering omni‑channel service.
• Coach and mentor team members to grow skills and engagement.
• Drive KPIs (CSAT, FCR, Quality, Productivity) through process improvements.
• Collaborate with product, logistics, and marketing to resolve customer pain points.
• Hire, onboard, and train CX Specialists in alignment with Quince values.

Skills

German fluency

English fluency

Leadership

CX metrics

Omni-channel support

People development

Communication

Remote team management

Education

Bachelor’s degree or higher

Tools

Zendesk

Gladly

Job description

Quince is seeking a German‑bilingual Customer Service Team Manager to build and lead our founding German CX team, based in Barcelona on a hybrid schedule. You will hire, coach, and develop frontline German-speaking Specialists while collaborating across the global CX organization to drive exceptional customer experiences.

You will lead a Barcelona‑based team, monitor CSAT and other KPIs, and partner with product, logistics, and marketing to improve processes and the overall customer journey in a