Location
barcelona, cataluña, Spain
Posted
July 06, 2026
Job Description
Job Title: Customer Care Team Leader
Location: Barcelona, Spain
About Us & Role Overview
We are a fast-growing international company dedicated to delivering outstanding customer experiences. As part of our continued expansion, we are seeking a Customer Care Team Leader to join our team in Barcelona. This role is key in leading the daily operations of our customer service team — providing on-the-ground leadership, monitoring KPIs, and offering first-line support to our agents.
Key Responsibilities
- Lead, guide, and motivate Customer Service agents on a daily basis.
- Act as the first point of contact for operational queries and escalations.
- Monitor and report on KPIs (response time, resolution rate, CSAT).
- Support performance management: assist with 1:1s, reviews, and training.
- Ensure team compliance with processes and quality standards.
- Collaborate with CX teams to drive service improvement init...