Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place.
The Role: Customer Service Team Manager We are seeking a German-bilingual Customer Service Team Manager to build and lead our founding German Customer Experience team, based in our Center of Excellence in Barcelona on a hybrid schedule. This is a hands‑on, people‑first leadership role responsible for standing up and scaling a high‑performing CX team that delivers consistently exceptional customer experiences across all channels—phone, chat, email, and social—for our German‑speaking customers.
Fluency in both German and English is required, as you will hire, coach, and develop frontline German‑speaking Customer Experience Specialists while collaborating across our general CX organization. In this role, you will drive measurable business and customer impact by developing frontline talent, embedding operational rigor, translating data and customer insights into action, and leveraging technology and automation to continuously improve performance, efficiency, and engagement in a fast‑paced, dynamic environment.
Lead, manage, and develop a team of Barcelona – based CX Specialists delivering best‑in‑class omni‑channel customer experiences (phone, chat, sms, email).
Elevate team performance and KPIs (CSAT, FCR, Quality, Productivity) through continuous improvement,



empowering the team to deliver frictionless, luxury‑grade service rooted in a genuine, human‑centered Quince standard of care
Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations.
Lead initiatives that reduce friction, improve efficiency, and enhance customer satisfaction, applying Test & Learn and Scrappy thinking.
Assist with hiring, onboarding, and training CX Specialists, ensuring alignment with Quince values and operating principles.
4+ years of customer experience or support leadership, including 2+ years managing high‑volume, customer service teams (retail or e‑commerce a plus).
~ Professional fluency in German and English (written and spoken) — able to coach, deliver feedback, and communicate nuanced customer and business topics effectively in both languages.
~ Proven ability to maintain engagement, accountability, and performance in remote and distributed teams.
~ Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools.
~ Weekend and holiday availability, especially during peak periods (November–December).
~ Bachelor’s degree or higher preferred.

EQUAL OPPORTUNITY & HIRING INTEGRITY Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. Quince will conduct background checks in compliance with applicable federal, state, and local laws.
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📌 Customer Service Leader (Team Manager) (Barcelona)
🏢 Quince
📍 Barcelona