Role Purpose
The Customer Experience Team Lead is responsible for guiding and motivating a team of arround 10 agents to deliver exceptional customer service while driving sales performance. This role ensures that every customer receives fast, proactive, and high‑quality support throughout the travel booking journey, maximizing both customer satisfaction and business results.

Key Responsibilities
Team Leadership & Coaching
• Lead, mentor, and support a team of around 10 Customer Experience Agents in a fast‑paced online travel environment.
• Conduct regular coaching sessions, 1:1s, and performance reviews.
• Foster a positive, collaborative, and high‑performance team culture focused on excellence in both sales and service quality.

Performance Management
• Monitor daily KPIs including sales conversion, CSAT, NPS, response time, service quality, and productivity.
• Identify performance gaps and implement improvement plans.
• Ensure team adherence to processes, scripts, and customer service standards.

Operational Oversight
• Coordinate daily tasks, assign workload, plan schedules,



and manage resource distribution.
• Support the management of escalated cases, complex issues, or customer disputes.
• Ensure smooth handling of booking changes, cancellations, refunds, and supplier interactions.

Sales Excellence
• Coach the team on sales techniques, cross‑selling, up‑selling, and value‑based communication.
• Identify opportunities to increase conversions and revenue during customer interactions.
• Analyze sales performance and implement action plans to meet targets.

Quality Assurance & Continuous Improvement
• Conduct regular quality audits and provide structured feedback to agents.
• Work with internal teams (Product, Operations, Marketing, Tech) to communicate customer insights and pain points.
• Propose and implement process improvements to optimize the customer journey.

Collaboration
• Act as the communication bridge between frontline agents and management.
• Contrib

📌 Customer Experience Team Lead (Barcelona)
🏢 VeryChic
📍 Barcelona