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.

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📌 Customer Care Manager (Madrid)
🏢 Jobtailor
📍 Madrid