Job Description

About the role

This role is on-site in Barcelona

The Customer Care Team Leader plays a crucial role in hiring, onboarding, training, and managing a high-performing team of customer care agents. Reporting to the Head of Customer Care, this position ensures that team members develop the necessary customer service, product, and industry knowledge to provide world-class support. The role focuses on enhancing productivity, maintaining quality standards, and improving customer satisfaction metrics.

Your missions

• Recruit, onboard, and train new team members to ensure they reach full proficiency quickly.
• Provide continuous coaching and feedback to enhance performance, fostering a culture of learning and improvement.
• Conduct performance evaluations, setting clear expectations and growth objectives for the team. Ensure the team is not only prepared but accountable for their performance - owning their results, their development, and the quality of every customer interaction.
• Monitor and analyze daily activity, ensuring that customer interactions align with quality assurance standards.
• Promote active listening and empathy, ensuring that agents handle customer inquiries with professionalism and efficiency.
• Oversee conflict resolution efforts, ensuring customer concerns are addressed constructively.
• Utilize data-driven insights to optimize response times and improve CSAT and NPS scores.
• Identify learning and coaching opportunities, improving overall team efficiency.
• Collaborate with the Head of Customer Care Customer Care Manager to develop new strategies for optimizing customer support.
• Stay updated on product knowledge to ensure the team effectively aligns customer support solutions with business goals.

About you

• 2+ years proven experience in a customer-facing role (preferably in SaaS or hospitality).
• Previous leadership experience, with a strong ability to motivate and develop team members.
• Fluency in English, with proficiency in French, Spanish, Italian, or Portuguese as a plus.
• Exceptional organizational and prioritization skills, capable of balancing multiple tasks efficiently.
• Strong communication skills, ensuring clear and consistent feedback across the team.
• A problem-solving mindset, focused on continuous improvement and driving innovation.
• Ability to manage interpersonal challenges, fostering a supportive and engaged team environment.

Our offer

• Competitive salary + stock options with a back-loaded vesting schedule
• Comprehensive health insurance
• On-demand salary access - no need to wait until the end of the month
• A structured career path with defined criteria at every level
• Flexible benefits - save on meals, childcare, transportation, and training with our tailored remuneration options
• Any book, purchased for you, plus access to a shared team library
• An international team of 35+ nationalities based in one of Europe's leading tech hubs