German CX Team Lead - Hybrid in Barcelona

Quince; Palma; Hybrid; EUR 65,000 - 85,000; Full time

Job summary

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

You will drive measurable business impact by developing talent, embedding operational rigor, and leveraging automation to improve performance in a fast-paced environment.

Qualifications

• At least 4 years of customer experience or support leadership, including at least 2 years managing high-volume teams.
• Professional fluency in German and English (written and spoken).
• Proven ability to maintain engagement, accountability, and performance in remote and distributed teams.
• Strong understanding of CX metrics and ability to drive results using KPIs.
• Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools.
• Excellent written and verbal communication skills, with customer focus.
• Comfortable in a fast-paced startup environment with adaptability and scrappiness.
• Weekend and holiday availability, especially during peak periods.
• Hybrid setup.
• Bachelor’s degree or higher preferred.

Responsibilities

• Lead, manage, and develop a Barcelona-based CX Specialists team delivering omni-channel experiences (phone, chat, sms, email).
• Elevate team performance by driving KPIs (CSAT, FCR, Quality, Productivity) through continuous improvement.
• Coach and mentor team members to grow skills and exceed expectations.
• Collaborate cross-functionally with product, logistics, and marketing to improve processes and the customer journey.
• Lead initiatives to reduce friction and improve efficiency using Test & Learn and Scrappy thinking.
• Assist with hiring, onboarding, and training CX Specialists, aligned with Quince values.

Skills

German fluency

English fluency

CX leadership

Remote team management

Education

Bachelor’s degree

Tools

Zendesk

Gladly

Job description

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

You will drive measurable business impact by developing talent, embedding operational rigor, and leveraging automation to improve performance in a fast-paced environment.