Position: Team Lead

Location: Barcelona, Spain

Model: 100% On-site

Employment type: full-time

DUTIES AND RESPONSIBILITIES:

- Lead, support and develop a team of customer and consumer service representatives
- Foster a collaborative, positive and results-oriented working environment
- Motivate the team and promote engagement with service objectives
- Supervise case management, ensuring effective prioritisation, workload distribution and adherence to deadlines
- Monitor daily team productivity, KPIs, adherence and SLA compliance
- Analyse team performance metrics to identify improvement opportunities and determine operational priorities
- Collaborate with the Quality Manager, N2 and Senior Supervisor to improve service quality, productivity and consumer satisfaction
- Participate in client meetings and communicate relevant information to the team
- Identify training needs and support the organisation of sessions to reinforce knowledge and best practices
- Gather team feedback on processes, operational needs and improvement opportunities
- Support the preparation and follow-up of reports covering performance, incidents and customer feedback




- Ensure compliance with company policies and applicable project regulations

REQUIREMENTS:

- Native or near-native level of Danish
- Fluent in English and Chinese
- Demonstrable previous experience managing customer service teams
- Experience working with customer service processes, tools and best practices
- Ability to analyse performance indicators and use data to support decision-making
- Good knowledge of Microsoft Office and Excel for tracking, analysis and reporting
- Knowledge of Salesforce or other CRM tools
- Excellent communication skills and the ability to deliver clear and constructive feedback
- Strong people management and team motivation skills
- Ability to manage priorities, make decisions and adapt to change

BENEFITS:

- Excellent remuneration package based on experience, skills and performance
- Great office location in Barcelona
- Full paid training about the company and the project you will be working on
- Career development program and specialized courses
- Guidance and tools to reach career potential.

📌 Team Lead (Danish + Chinese) (Barcelona)
🏢 The lemon Consulting
📍 Barcelona