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 locatio

📌 Team Lead (Cataluña)
🏢 The lemon Consulting
📍 Cataluña