German CX Team Lead — Barcelona (Hybrid)

Quince

Madrid

Hybrid

EUR 60,000 - 85,000

Full time

2 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Quince is seeking a German-speaking Customer Service Team Manager to build and lead our founding CX team in Barcelona on a hybrid schedule. You will hire, coach, and develop frontline German-speaking specialists while aligning with global CX goals across channels (phone, chat, email, social).

You will drive measurable business impact by translating customer insights into action, leveraging technology, and collaborating with product, logistics, and marketing to continuously improve performance in

Qualifications

4+ years of customer experience leadership, including managing high-volume teams.
Fluency in German and English (written and spoken) to coach and communicate across languages.
Experience with omni-channel customer support and CX metrics.
Strong collaboration with product, logistics, and marketing teams.

Responsibilities

Lead and develop a Barcelona-based CX team delivering omni‑channel experiences (phone, chat, email, social).
Elevate team KPIs (CSAT, FCR, Quality, Productivity) through continuous improvement.
Coach team members to grow skills, engagement, and performance.
Collaborate cross-functionally to solve customer pain points and improve processes.
Lead initiatives to reduce friction and improve efficiency using data-driven approaches.
Assist with hiring, onboarding, and training CX Specialists.