German-Speaking CX Team Lead (Hybrid)

Cacheflow; Barcelona; Presencial; EUR 42.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid schedule

Descripción de la vacante

Quince, a fast-growing direct-to-consumer brand, is seeking a German-speaking Customer Service Team Manager to build and lead our founding CX team in Barcelona. This hands-on, people-first role centers on standing up a high-performing team delivering luxury-grade service across phone, chat, email and social channels for German customers.

You will hire, coach and develop frontline German-speaking specialists, collaborate with product, logistics and marketing, and drive measurable impact by

Formación

• 4+ years of customer experience or support leadership, including 2+ years managing high-volume teams.
• Fluency in German and English (written and spoken) — coach, deliver feedback, and communicate topics in both languages.
• 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 focus on clarity, tone, and customer focus.
• Comfortable working in a fast-paced, evolving startup environment, with adaptability and scrappiness.
• Weekend and holiday availability, especially during peak periods.

Responsabilidades

• Lead, manage, and develop a Barcelona-based CX team delivering omni-channel experiences (phone, chat, sms, email).
• Elevate team performance through continuous improvement and KPI-driven approaches.
• Coach and mentor team members to grow skills and engagement.
• Collaborate cross-functionally with product, logistics, and marketing to improve processes.
• Lead initiatives to reduce friction and improve efficiency using Test & Learn.
• Assist with hiring, onboarding, and training CX Specialists to align with Quince values.

Conocimientos

German language skills

English language skills

Leadership

CX metrics

Remote team management

CX platforms

Educación

Bachelor's degree or higher

Herramientas

Zendesk

Gladly

Descripción del empleo

Quince, a fast-growing direct-to-consumer brand, is seeking a German-speaking Customer Service Team Manager to build and lead our founding CX team in Barcelona. This hands-on, people-first role centers on standing up a high-performing team delivering luxury-grade service across phone, chat, email and social channels for German customers.

You will hire, coach and develop frontline German-speaking specialists, collaborate with product, logistics and marketing, and drive measurable impact by