Customer Care Team Leader – Iberia

About the role

EasyPark is looking for a Customer Care Team Leader to drive the onboarding and support of its Iberian customers across phone, email, chat and social media. Based in Madrid, you will lead a multi‑site team, ensure high‑quality service and collaborate with the Customer Care Manager to continuously improve operations.

Key responsibilities

• Lead, motivate and develop a team of Customer Care Representatives, Professionals and Experts.
• Monitor and report individual KPIs daily, weekly and monthly.
• Plan, schedule and prioritize resources together with other Team Leaders, the Customer Care Manager and the Workforce Manager.
• Ensure consistent ways of working across EasyPark’s footprint.
• Coach team members for personal development and performance improvement.
• Recruit new team members when needed.

Required profile

• At least 2 years of leadership experience with full people‑management responsibility.
• Proven track record of meeting Customer Care KPIs such as satisfaction, efficiency and employee engagement.
• Strong communication, collaboration and problem‑solving skills.
• Self‑motivated, patient and able to handle pressing situations.
• Comfortable working in a fast‑paced, rapidly changing environment.

Required skills

• Experience managing customer support channels (phone, email, chat, social media).