David Kennedy Recruitment is working with a leading customer experience company that is seeking to onboard a Customer Service Team Leader to lead and develop a team of customer and consumer service representatives in Barcelona.

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)
🏢 David Kennedy Recruitment
📍 Barcelona