German CX Team Manager — Omni-Channel Leader (Barcelona)

Quince; Barcelona; Hybrid; EUR 60,000 - 90,000; Full time

Job summary

Quince in Barcelona is expanding its German-speaking Customer Service Team. We are seeking a German-English bilingual leader to build and scale our CX operation from our Center of Excellence in Barcelona on a hybrid schedule.

This role will hire, coach, and develop frontline German-speaking CX Specialists while partnering across our global CX organization to drive measurable business impact. With a focus on developing frontline talent and embedding operational rigor, you will translate data and

Qualifications

• 4+ years in CX leadership with scaling teams.
• Fluency in German and English required.
• Experience with high-volume omni-channel support.
• Hybrid work in Barcelona.

Responsibilities

• Lead and develop a Barcelona-based CX team delivering omni-channel support.
• Improve KPIs such as CSAT, FCR, Quality, Productivity.
• Coach team members to grow skills and maintain engagement.
• Collaborate with product, logistics, marketing to improve customer journeys.
• Drive initiatives to reduce friction using Test & Learn and scrappy thinking.
• Assist with hiring, onboarding, and training CX Specialists.

Skills

German language proficiency

English language proficiency

Leadership & mentoring

CX metrics expertise

Remote team management

Customer experience

Zendesk/Gladly experience

Education

Bachelor’s degree or higher

Tools

Zendesk

Gladly

CRM tools

Job description

Quince in Barcelona is expanding its German-speaking Customer Service Team. We are seeking a German-English bilingual leader to build and scale our CX operation from our Center of Excellence in Barcelona on a hybrid schedule.

This role will hire, coach, and develop frontline German-speaking CX Specialists while partnering across our global CX organization to drive measurable business impact. With a focus on developing frontline talent and embedding operational rigor, you will translate data and