Responsibilities- 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- 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.- Be 100% in line with the Bigblue values.#J-18808-Ljbffr

📌 Customer Care Manager (Madrid)
🏢 Jobtailor
📍 Madrid