German CX Team Lead — Hybrid (Barcelona)

quince

España

Hybrid

PHP 5,084,000 - 6,899,000

Full time

8 days ago

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Benefits offered by this job

Hybrid work model

Job summary

Quince is seeking a German-bilingual Customer Service Team Manager to build and lead our founding German Customer Experience team at our Center of Excellence in Barcelona on a hybrid schedule. This hands-on leadership role hires, coaches, and develops frontline German-speaking specialists to deliver exceptional experiences across all channels.

Fluency in German and English is required as you collaborate with a global CX organization, drive measurable business impact, and scale the team in a

Qualifications

4+ years of customer experience or support leadership.
Fluent in German and English (written and spoken).
Experience managing remote and distributed teams.
Proven ability to drive results using CX metrics and KPIs.
Experience with CX platforms such as Zendesk or Gladly.

Responsibilities

Lead, manage, and develop a Barcelona-based CX team delivering omni-channel experiences (phone, chat, SMS, email).
Improve team KPIs (CSAT, FCR, Quality, Productivity) with a human-centered Quince standard of care.
Coach and mentor team members to grow skills and performance.
Collaborate cross-functionally with product, logistics, and marketing to solve CX pain points.
Lead initiatives to reduce friction and improve efficiency, using Test & Learn and Scrappy thinking.
Assist with hiring, onboarding, and training CX Specialists to align with Quince values.