ph3Responsibilities /h3 ul liManage coach the Customer Care team /li liLead the Spanish Care team on a daily basis to drive performance. /li liEnsure 1to1, performance reviews and other meetings with the Spanish Care Team. /li liEnsure tickets review with the Spanish Care team. /li liProvide coaching and support to the team when needed. /li liMonitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality. /li liGuarantee high responsiveness and service quality for tickets to thrive for excellence. /li liParticipate in tickets handling with the team and merchants calls (around 20% of your time). /li liBe responsible for escalations from our merchants via calls and meetings. /li liCreate ad-hoc strategic planning with merchants without an Account Manager. /li liImplement and update structured workflows / processes to manage Care requests efficiently.



/li liEnsure streamlined communication with merchants in Care remit. /li liAlign with the Account Management team to ensure a seamless experience for merchants. /li liWork closely with operations product teams to ensure merchant feedback leads to meaningful improvements. /li /ul h3Requirements /h3 ul li3+ years of experience in a client-facing role and 1+ year managing a team. /li liExceptional organizational time management skills. /li liDemonstrated ability to work in a team. /li liStrong stakeholder management capabilities. /liliAnalytical mindset. /li liCustomer ultra-centricity. /li liNative Spanish speaker and fluent English speaker. /li liBe 100% in line with the Bigblue values. /li /ul /p #J-18808-Ljbffr

📌 Customer Care Manager (Madrid)
🏢 Jobtailor
📍 Madrid