Customer Care Team Lead

About the role

We are looking for a Customer Care Team Lead to join our Barcelona office. Reporting to the Head of Customer Care, you will build, coach and manage a high‑performing team of agents who deliver world‑class support for our hospitality SaaS platform.

Key responsibilities

• Recruit, onboard and train new customer care agents to achieve full proficiency quickly.
• Provide continuous coaching, feedback and performance evaluations.
• Monitor daily activity and ensure interactions meet quality‑assurance standards.
• Promote active listening, empathy and professional handling of customer inquiries.
• Resolve conflicts and address customer concerns constructively.
• Use data‑driven insights to improve response times, CSAT and NPS scores.
• Identify learning opportunities and optimise team efficiency.
• Collaborate with senior leadership to develop and refine support strategies.
• Stay up‑to‑date on product knowledge to align support solutions with business goals.

Required profile

• 2+ years of experience in a customer‑facing role, preferably in SaaS or hospitality.
• Previous leadership experience with a proven ability to motivate and develop team members.
• Fluent English; additional language skills (French, Spanish, Italian or Portuguese) are a plus.
• Strong organisational, prioritisation and communication skills.
• Problem‑solving mindset focused on continuous improvement.
• Ability to manage interpersonal challenges and foster a supportive team environment.

Required skills

What we offer

• Competitive salary and stock options.