Team Lead (Danish & Chinese) – Barcelona

About the role

We are partnering with a leading customer experience company to find a bilingual Team Lead who will manage and develop a group of customer and consumer service representatives in Barcelona. The role requires fluency in Danish, English and Chinese and a strong background in call‑center operations.

Key responsibilities

• Lead, support and develop a team of customer and consumer service representatives.
• Motivate the team, promote engagement and ensure a collaborative, results‑oriented environment.
• Supervise case management, prioritize workload and meet deadlines while monitoring KPIs, SLA compliance and daily productivity.
• Analyse performance metrics, identify improvement opportunities and set operational priorities.
• Collaborate with Quality Manager, N2 and Senior Supervisor to enhance service quality and consumer satisfaction.
• Participate in client meetings, communicate relevant information and gather team feedback on processes.
• Identify training needs and support the organisation of knowledge‑sharing sessions.
• Prepare and follow‑up reports covering performance, incidents and customer feedback.

Required profile

• Native or near‑native Danish with fluent English and Chinese.
• Proven experience managing customer service teams.
• Strong people‑management, motivation and communication skills.
• Ability to analyse performance indicators and make data‑driven decisions.
• Experience with customer service processes, tools and best practices.

Required skills

• Microsoft Office.
• Excel for tracking, analysis and reporting.
• Salesforce or other CRM tools.
• Data analysis and performance reporting.

What we offer

• Competitive remuneration package based on experience, skills and performance.
• Great office location in Barcelona.
• Full paid training on the company and project.
• Career development program and specialised courses.