Customer Service Team Lead – French Market

About the role

Impress is seeking an enthusiastic Customer Service Team Lead to manage the French market booking conversion function. Based in Barcelona, you will lead a fast‑growing, international team and ensure world‑class customer care across inbound and outbound interactions.

Key responsibilities

• Lead the booking conversion process for the French market, overseeing inbound/outbound calls, complaints, appeals and grievances.
• Create and manage team schedules that align with booking demand and issue resolution.
• Drive a culture of excellence by training, supporting and informing the team to exceed expectations.
• Develop up‑to‑date training materials, clear processes and procedures.
• Measure customer satisfaction, maintain a high NPS and implement improvement mechanisms.
• Forecast call volumes, plan for peak periods and ensure KPI delivery.
• Analyze service data with QA, set goals and focus on development opportunities.
• Handle escalations, coach performance, and participate in hiring or termination decisions when required.

Required profile

• At least 1 year of experience leading a customer‑service team in an international environment.
• Professional fluency in French and English.
• Strong interpersonal and written communication skills.
• Proactive, inclusive attitude with a team‑spirit mindset.
• Willingness to work 100 % onsite in Barcelona or nearby.

Required skills

What we offer

• International team at a modern Barcelona office with gym, coffee and snacks.
• Attractive fixed + variable compensation.
• Real growth opportunities and flexible 40 hour week (Monday‑Saturday, 09:00‑18:00).
• Teeth aligner and whitening benefits.
• Inclusive, diverse company culture.