German Customer Service Team Lead – Barcelona (Hybrid)

Quince; Barcelona; Hybride; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Résumé du poste

Quince in Barcelona 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. This hands‑on leadership role hires, coaches, and develops frontline German‑speaking agents while collaborating across our global CX organization.

You will drive measurable business and customer impact by embedding operational rigor, translating data into action, and using technology to continuously improve performance in a

Qualifications

• Minimum 4 years of customer experience or support leadership.
• Experience managing high-volume teams in retail or e-commerce.
• Fluent in German and English (written and spoken).

Responsabilités

• Lead a Barcelona-based CX team delivering omni-channel experiences.
• Improve KPIs (CSAT, FCR, Quality, Productivity) through continuous improvement.
• Coach and mentor team members to grow skills and performance.
• Collaborate cross-functionally with product, logistics, and marketing to resolve issues.
• Lead initiatives to reduce friction and improve efficiency.
• Assist with hiring, onboarding, and training CX Specialists.

Connaissances

German fluency

English fluency

Leadership

Customer service

Formation

Bachelor’s degree or higher

Outils

Zendesk

Gladly

Description du poste

Quince in Barcelona 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. This hands‑on leadership role hires, coaches, and develops frontline German‑speaking agents while collaborating across our global CX organization.

You will drive measurable business and customer impact by embedding operational rigor, translating data into action, and using technology to continuously improve performance in a