Senior Customer Service Supervisor — KPI‑Driven Support Lead

J&T Express; Madrid; On-site; EUR 40,000 - 60,000; Full time

Job summary

J&T Express Spain seeks an experienced Customer Service Manager to develop localized SOPs and standardize processes in Madrid, ensuring GDPR-compliant operations. You will drive KPI optimization, oversee ticketing and call center systems, and coordinate with logistics functions to resolve issues.

The ideal candidate will have 5+ years in express/logistics customer service, fluent Spanish with strong business English, and the ability to build and lead a team from scratch in a fast-paced

Qualifications

• Minimum 5 years of customer service experience in express delivery or logistics.
• Experience building a customer service team from the ground up.
• Familiar with call center operations, processes, management systems, and KPI frameworks.
• Strong complaint-handling, communication, coordination, and crisis management skills.

Responsibilities

• Develop localized customer service SOPs and processes aligned with industry standards.
• Establish and optimize service standards, scripts, and procedures for Spain.
• Monitor and optimize KPIs such as call connection rate, AHT, FCR, CSAT.
• Oversee complaint and compensation processes and shipment exceptions.
• Ensure GDPR and local data protection compliance in operations.
• Manage daily operations of ticketing, call center, and online platforms.
• Analyze root causes of complaints and drive cross-functional corrective actions with sorting centers and delivery teams.

Skills

Spanish (fluent)

English communication

Chinese (preferred)

Education

Bachelor's degree

Logistics Management

Tools

Ticketing systems

Call center platforms

Job description

J&T Express Spain seeks an experienced Customer Service Manager to develop localized SOPs and standardize processes in Madrid, ensuring GDPR-compliant operations. You will drive KPI optimization, oversee ticketing and call center systems, and coordinate with logistics functions to resolve issues.

The ideal candidate will have 5+ years in express/logistics customer service, fluent Spanish with strong business English, and the ability to build and lead a team from scratch in a fast-paced