Customer Care Team Leader – Madrid

About the role

Oslo Skin Lab is expanding its Spanish market and needs a local leader to drive the customer care team in Madrid. The role combines hands‑on support with strategic planning to elevate the customer experience and sustain growth.

Key responsibilities

• Handle inbound and outbound customer contacts, providing live call support.
• Coach and develop the existing team, delivering candid feedback with empathy.
• Monitor and manage KPIs, ensuring performance targets are met.
• Balance operational involvement with strategic initiatives, including AI tool integration.
• Collaborate with regional managers and travel when required.

Required profile

• Proven leadership experience in a customer‑care, retention, or subscription environment.
• Fluent in Spanish and English; additional languages (German or Portuguese) are a plus.
• Comfortable working across different time zones and non‑standard hours.
• Strong analytical mindset with experience in performance management.
• Willingness to travel and adapt to a fast‑growing market.

Required skills

• Experience with CRM systems.
• Familiarity with AI‑driven tools and their practical application in customer service.

What we offer

• Opportunity to shape a high‑growth market for a science‑based skincare brand.
• Dynamic, international work environment within the NutraQ group.
• Professional development and potential career progression to senior leadership.