E-commerce is booming — but independent brands still struggle to match the seamless logistics of giants like Amazon. We help brands by democratizing best-in-class operations: scaling faster while delivering a five-star customer experience. Since 2018, we've built a tech-driven logistics platform powering 500+ brands — from fast-growing DTC players to integral names like MUJI, Aigle, Scuffers and Cabaïa.

With 110+ employees across Paris, Madrid, and London, our proprietary WMS Atlas , and a network of 7 warehouses across Europe, we're solving logistics challenges that others haven't dared to tackle — making fulfillment faster, smarter, and greener. Backed by $20+M in funding and trusted by the next generation of e-commerce leaders, we're scaling rapidly — from 10 million orders in 2024 toward ambitious enterprise expansion. As a Customer Care Manager, you will take the lead of the Customer Care team in Spain in order to monitor the workload, performance and to continuously improve processes.

You will also be in direct contact with merchants for escalations and some tickets, and be in the heart of our operations to support our growth. This job opening is intended to help structure the Care team in Spain. Manage & coach the Customer Care team Lead the Spanish Care team on a daily basis to drive performance Ensure 1:1,



performance reviews and other meetings with the Spanish Care Team Ensure ticket review with the Spanish Care team Provide coaching and support to the team when needed Be the engine of the team performance 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 Create Ad hoc strategic planning with merchants without an Account Manager Lead the excellence of Care processes in Spain 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 Exceptional organizational & time management skills ~ Strong stakeholder management capabilities ~ Native in Spanish and fluent in English ~ Founders-led company with an innovative, caring culture. ~ Fast-growing scale-up: Join a well-funded, early-stage company where your work will have immediate and visible results. ~ Work across Paris, Madrid, London, and our European warehouse network. ~110€ per month for restaurants and delivery. ~15€ per month for public transport. ~ ClassPass membership for fitness & wellness. ~ 100% health insurance coverage with Benefiz.

Informal discovery call (Google Meet) Deep-Dive call (Google Meet) On-site interviews (in our Madrid office, half-day) All qualified applicants will receive consideration for employment.

📌 Customer Care Operations Manager (Madrid)
🏢 Bigblue
📍 Madrid