pE-commerce is booming — but independent brands still struggle to match the seamless logistics of giants like Amazon. At strongBigblue /strong, we’re on a mission to change that.brWe help brands by democratizing best-in-class operations: scaling faster while delivering a five-star customer experience.brSince 2018, we’ve built a tech-driven logistics platform powering strong500+ brands /strong— from fast-growing DTC players to general names like strongMUJI, Aigle, Scuffers and Cabaïa /strong. With 110+ employees across strongParis, Madrid, and London /strong, our proprietary WMS (Warehouse Management System) Atlas, and a network of 7 warehouses across Europe, we’re solving logistics challenges that others haven’t dared to tackle — making fulfillmentstrong faster, smarter, and greener.br/strongBacked by strong$20+M in funding /strongand trusted by the next generation of e-commerce leaders, we’re scaling rapidly — strongfrom 10 million orders in 2024 /strong toward ambitious enterprise expansion. The journey ahead is bold, and we’re looking for the right partner to help us lead the way.brstrongAbout The Role ?br/strongemLocation: Madridbr/emAs a Customer Care Manager, you will take the lead of the Customer Care team in Spain in order to monitor the workload, the performance and to improve continuously processes. You will also be in direct contact with merchants for escalations and some tickets, and be in the heart of our operations to support our growth. Finally, you will contribute to the improvement of the app through your daily interactions with the Operations and Product teams.brThis job opening is intended to help structure the Care team in Spain.



You will report directly to the Spain Merchant Team Lead.brstrongMissions ✍️br/strongstrongManage coach the Customer Care teambr/strongulliLead the Spanish Care team on a daily basis to drive performance /liliEnsure 1to1, performance reviews and other meetings with the Spanish Care Team /liliEnsure tickets review with the Spanish Care team /liliProvide coaching and support to the team when neededbrbr/li /ulstrongBe the engine of the team performancebr/strongulliMonitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality /liliGuarantee high responsiveness and service quality for tickets to thrive for excellence /liliParticipate to tickets handling with the team and merchants calls (around 20% of your time) /liliBe responsible for escalations from our merchants via calls and meetings /liliCreate Ad hoc strategic planning with merchants without an Account Managerbrbr/li /ulstrongLead the excellence of Care processes in Spainbr/strongulliImplement and update structured workflows / processes to manage Care requests efficiently /liliEnsure streamlined communication with merchants in Care remit /liliAlign with the Account Management team to ensure a seamless experience for merchants /liliWork closely with operations product teams to ensure merchant feedback leads to meaningful improvementsbrbr/li /ulstrongRequirements ?br/strongulli3+ years of experience in a client-facing role and 1+ year managing a team /liliExceptional organizational time management skills /liliDemonstrated ability to work in a team /liliStrong stakeholder management capabilities /liliAnalytical mindset /liliCustomer ultra-centricity /liliNative in ?? and fluent in ?? /liliBe 100% in line with the Bigblue valuesbrbr/li /ulstrongBenefits br/strong strongHigh impact role: /strong Be at the center of our growth journey and help shape the team that will power Bigblue’s future.br strongFounders-led company /strong with an innovative, caring culture.br? strongFast-growing scale-up: /strong Join a well-funded, early-stage company where your work will have immediate and visible results.br strongInternational environment: /strong Work across Paris, Madrid, London, and our European warehouse network.br 110€ per month for strongrestaurants and delivery /strong. ? 15€ per month for strongpublic transport.br/strong?♀️ strongClassPass /strong membership for fitness wellness.br️ strongMacBook /strong or any setup you need — your choice of equipment to do your best work.br? 100% stronghealth insurance coverage /strong with Benefiz.bremstrongWe want to hear from you! /strongRegardless of sex, gender identity, sexual orientation, race, color, religion, origin, disability, age… At Bigblue, we create equal opportunities for all and make our culture as inclusive as possible. Because we believe that challenging assumptions and /emstrongemembracing diversity in experiences and backgrounds is what makes us stronger.br/em /strongemBecause what /emstrongemwe value first and foremost are curiosity and growth-driven minds. /em /strongemSo, regardless of who you are and how many “boxes” you tick on the job description, if you have the energy and passion to help shape Bigblue’s entrepreneurial adventure, /emstrongemAPPLY /em /strongem.br/emstrongProcess br/strongulliInformal discovery call (Google Meet) /liliDeep-Dive call (Google Meet) /liliCase study /liliOn-site interviews (in our Madrid office, half-day) /liliReferencesbr/li /ul /p #J-18808-Ljbffr

📌 Spain Customer Care Lead: Growth & Ops Manager (Madrid)
🏢 Bigblue
📍 Madrid