Responsibilities

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- Manage & coach the Customer Care team

- Lead the Spanish Care team on a daily basis to drive performance.

- Ensure 1to1, performance reviews and other meetings with the Spanish Care Team.

- Ensure tickets review with the Spanish Care team.

- Provide coaching and support to the team when needed.

- Monitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality.

- Guarantee high responsiveness and service quality for tickets to thrive for excellence.

- Participate in tickets handling with the team and merchants calls (around 20% of your time).

- Be responsible for escalations from our merchants via calls and meetings.

- Create ad-hoc strategic planning with merchants without an Account Manager.





- Implement and update structured workflows / processes to manage Care requests efficiently.

- Ensure streamlined communication with merchants in Care remit.

- Align with the Account Management team to ensure a seamless experience for merchants.

- Work closely with operations & product teams to ensure merchant feedback leads to meaningful improvements.

Requirements

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- 3+ years of experience in a client-facing role and 1+ year managing a team.

- Exceptional organizational & time management skills.

- Demonstrated ability to work in a team.

- Strong stakeholder management capabilities.

- Analytical mindset.

- Customer ultra-centricity.

- Native Spanish speaker and fluent English speaker. xqbhyrx

- Be 100% in line with the Bigblue values.

#J-18808-Ljbffr

📌 Customer Care Manager (Madrid)
🏢 Jobtailor
📍 Madrid