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 (Barcelona)
🏢 The lemon Consulting
📍 Barcelona