Customer Service Team Manager - German bilingual (Barcelona)

The role

You will build and lead a founding German Customer Experience team in Barcelona. You will hire, coach, and develop frontline specialists to deliver customer experiences across phone, chat, email, and social channels.

What you will do

• Lead, manage, and develop a team of Barcelona-based CX Specialists
• Elevate team performance and KPIs including CSAT, FCR, Quality, and Productivity
• Coach and mentor team members to grow skills and exceed performance expectations
• Collaborate cross-functionally with product, logistics, and marketing
• Lead initiatives to reduce friction, improve efficiency, and enhance customer satisfaction
• Assist with hiring, onboarding, and training CX Specialists

Required qualifications

• At least 4 years of customer experience or support leadership
• At least 2 years managing high-volume, customer service teams
• Professional fluency in German and English (written and spoken)
• Proven ability to maintain engagement, accountability, and performance in remote and distributed teams
• Strong understanding of key CX metrics and ability to drive results using KPIs
• Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools
• Excellent written and verbal communication skills
• Comfortable working in a fast-paced, evolving startup environment
• Weekend and holiday availability, especially during peak periods (November–December)

Nice to have

• Retail or e-commerce experience
• Bachelor’s degree or higher

Before you apply

• Employment is contingent upon successful completion of a background check

About the company

Quince is a destination for builders, creators, innovators, and operators. They use a manufacturer-to-consumer model to deliver high quality essentials for low prices.