Responsibilities * Manage & coach the Customer Care team * Lead the Spanish Care team on a daily basis to drive performance. * Ensure 1to1, performance reviews and other meetings with the Spanish Care Team. * Ensure tickets review with the Spanish Care team. * Provide coaching and support to the team when needed. * Monitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality. * Guarantee high responsiveness and service quality for tickets to thrive for excellence. * Participate in tickets handling with the team and merchants calls (around 20% of your time). * Be responsible for escalations from our merchants via calls and meetings. * Create ad-hoc strategic planning with merchants without an Account Manager. * Implement and update structured workflows / processes to manage Care requests efficiently.



* Ensure streamlined communication with merchants in Care remit. * Align with the Account Management team to ensure a seamless experience for merchants. * Work closely with operations & product teams to ensure merchant feedback leads to meaningful improvements. Requirements * 3+ years of experience in a client-facing role and 1+ year managing a team. * Exceptional organizational & time management skills. * Demonstrated ability to work in a team. * Strong stakeholder management capabilities. * Analytical mindset. * Customer ultra-centricity. * Native Spanish speaker and fluent English speaker. * Be 100% in line with the Bigblue values. #J-18808-Ljbffr

📌 Customer Care Manager (Madrid)
🏢 Jobtailor
📍 Madrid