Team Leader Customer Service

About the role

We are looking for a dynamic Team Leader to manage our Customer Service department in Barcelona. You will be responsible for daily operations, coaching your team, and ensuring a high level of customer satisfaction across all touchpoints.

Key responsibilities

• Lead, motivate and develop a team of customer service agents.
• Monitor KPIs, manage scheduling, workload distribution and ensure targets are met.
• Act as the first point of contact for escalations and complex customer issues.
• Conduct performance reviews, team meetings and support professional growth.
• Identify process improvement opportunities and support implementation of new ways of working.
• Assist the Head of International Customer Service and handle urgent escalations outside regular hours when needed.

Required profile

• Higher vocational education, preferably in Sales or Customer Service.
• 3‑4 years of experience leading or coaching a team.
• Several years of hands‑on experience in customer service with solid knowledge of related processes and systems.
• Fluent in English (spoken and written); Spanish is a plus.
• Strong communication, interpersonal skills and ability to work in a fast‑paced, target‑driven environment.

Required skills

What we offer

• Base salary €33,000‑€38,000 per year (gross) for a full‑time contract.
• 26 vacation days plus flexible work arrangements.
• Hybrid work model: 60% office in central Barcelona, 40% remote.
• Work‑ation options, home‑office equipment after 6 months, transportation or restaurant allowance.
• Private health insurance fully covered after 6 months.
• Employee discount on ambient lighting, monthly after‑work events and continuous learning opportunities.