Senior Team Manager – Luxury Automotive Customer Experience

About the role

Foundever is looking for an experienced Senior Team Manager to lead a premium automotive customer experience project in Madrid. This full‑time, on‑site position is a temporary replacement contract focused on delivering high‑quality service for a globally recognised luxury automotive brand.

Key responsibilities

• Lead, coach and develop a team of customer service professionals to meet operational KPIs and quality standards.
• Monitor customer interactions, analyse performance metrics and implement improvement actions.
• Prepare and present operational reports, campaign results and data‑driven recommendations.
• Handle escalations and support agents with complex customer issues.
• Ensure clear communication between internal stakeholders and the client’s operations.
• Foster a high‑performance culture based on collaboration, accountability and continuous improvement.
• Support onboarding and integration of new team members.

Required profile

• Advanced English proficiency (minimum C1).
• Higher Vocational Training qualification (Ciclo Formativo de Grado Superior) or equivalent.
• Previous experience as a Team Manager, Supervisor or Operations Team Leader in a contact‑center or customer service environment.
• At least 6 months of experience in customer operations.
• Strong leadership, analytical and interpersonal communication skills.
• Experience managing KPIs, coaching plans and operational reporting.
• Customer‑oriented mindset with solid problem‑solving abilities.
• Willingness to work rotating schedules, including weekends and public holidays.

Required skills

What we offer

• Competitive gross salary of €28,000 per year.
• Paid three‑week training programme (Monday‑Friday, 9:00 AM‑6:00 PM).
• Professional, international work environment.
• Opportunity to contribute to premium customer experiences for a luxury automotive brand.
• Commitment to diversity, inclusion and equal opportunity.