Customer Service Team Manager

Quince
Barcelona
Workplace: HybridFull timeEUR 62,200 - 73,200Function: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Coaching","Mentoring","Communication","Performance management","Continuous improvement"]

Lead and scale a founding German Customer Experience team in Barcelona, delivering consistently exceptional omni-channel support across phone, chat, email, SMS, and social. Coach and develop frontline CX Specialists, drive performance using KPIs (CSAT, FCR, quality, productivity), and apply continuous improvement with Test & Learn and automation. Collaborate with product, logistics, and marketing to solve customer pain points and improve the customer journey.

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Quince
Quince
2 days ago

Customer Service Team Manager

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead and scale a founding German Customer Experience team in Barcelona, delivering consistently exceptional omni-channel support across phone, chat, email, SMS, and social. Coach and develop frontline CX Specialists, drive performance using KPIs (CSAT, FCR, quality, productivity), and apply continuous improvement with Test & Learn and automation. Collaborate with product, logistics, and marketing to solve customer pain points and improve the customer journey.
Location: Barcelona
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, manage, and develop a team of Barcelona-based CX Specialists delivering omni-channel customer experiences.
  • •Elevate team performance and KPIs (CSAT, FCR, Quality, Productivity) through continuous improvement.
  • •Coach and mentor team members to grow skills, maintain engagement, and exceed performance expectations.
  • •Collaborate with product, logistics, and marketing to solve customer pain points and improve processes.
  • •Assist with hiring, onboarding, and training CX Specialists; lead initiatives to reduce friction and enhance customer satisfaction.

Pay and Benefits

Salary: EUR 62,200 - 73,200

Key Requirements

  • •4+ years of customer experience or support leadership, including 2+ years managing high-volume customer service teams (retail or e-commerce preferred).
  • •Fluency in German and English (written and spoken), able to coach and deliver nuanced feedback.
  • •Proven ability to maintain engagement, accountability, and performance in remote and distributed teams.
  • •Strong understanding of CX metrics and driving results using KPIs (e.g., CSAT, FCR, quality, productivity).
  • •Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools.
Experience:4+ yearsRetailE-commerceCustomer experienceCustomer support
Skills:CoachingMentoringCommunicationPerformance managementContinuous improvement
Languages:GermanEnglish
Tech Stack:ZendeskGladlyTicketingCRMAutomation

Company Brief

Quince
Quince is a direct-to-consumer brand offering affordable, high-quality apparel, home goods, and essentials—such as cashmere, basics, and home textiles—focused on transparent sourcing and value pricing for customers.
Industry: Direct to Consumer Brands
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: San Francisco, United States
Founded: 2015
WebsiteLinkedIn