German-Speaking CX Team Lead — Barcelona (Hybrid)

Quince; Barcelona; Híbrido; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Quince in Barcelona seeks a German-English bilingual Customer Service Team Manager to build and lead our founding German Customer Experience team, based in the Center of Excellence on a hybrid schedule. This hands-on, people-first leadership role hires, coaches, and develops frontline German-speaking specialists while collaborating across our global CX organization to improve customer journeys.

You will drive measurable business impact by developing talent, embedding operational rigor, and using

Formación

• German and English language fluency (written and spoken).
• 4+ years of customer experience or support leadership.
• Experience managing high-volume CX teams.
• Experience with CX platforms like Zendesk or Gladly.

Responsabilidades

• Lead Barcelona-based CX Specialists delivering omni-channel experiences.
• Improve team KPIs and performance through coaching.
• Collaborate with product, logistics, and marketing to resolve issues.
• Lead hiring, onboarding, and training of CX staff.

Conocimientos

German fluency

English fluency

CX leadership

KPIs management

Remote team management

Educación

Bachelor's degree or higher

Herramientas

Zendesk

Gladly

Descripción del empleo

Quince in Barcelona seeks a German-English bilingual Customer Service Team Manager to build and lead our founding German Customer Experience team, based in the Center of Excellence on a hybrid schedule. This hands-on, people-first leadership role hires, coaches, and develops frontline German-speaking specialists while collaborating across our global CX organization to improve customer journeys.

You will drive measurable business impact by developing talent, embedding operational rigor, and using