Are you ready for something new and challenging? Do you love coaching and developing your team to accomplish success together and exceed customers expectations? Would you like to join a talented and motivated team? If so, keep reading, we are looking for you!

Our client is a leader in online luxury fashion & retail, with international employees from all corners of the globe.

We are looking for a Customer Service Team Leader to join their office in Barcelona. You will be responsible for a team dedicated to supporting customers in the fast-growing US Market. 

Key Languages:

Native English 

any additional language is a plus 

Main Responsibilities:

• Manage day to day operations and lead a team of Customer Care agents supporting the US market
• Ensuring best in class, tailored customer service is provided 
• Setting individual objectives, targets, and guidelines for the team members as well as assessing them in bi-annual reviews
• Ensuring implementation of coaching and training programs
• Supporting each team member in their personal and professional growth
• Continuous improvement of internal processes to strive for an excellent customer experience on every occasion
• Close cooperation with cross-functional teams (Payment, Warehouse and Shipping departments etc.)

Core Skills/experience:

• Native English with excellent verbal and written communication skills
• Profound experience and passion for customer service, ideally gained in the eCommerce sector
• Experience in team management and a strong sense of teamwork
• Understanding of the specificities of customer service in English-speaking countries
• Solid working knowledge of MS-Office, experience with ticketing systems preferred
• Conscientiousness in dealing with sensitive customer-data
• Proactive, organized and the ability to work under time pressure are essential
• Hands-on attitude and positive approach to change

What's on offer:

• Competitive salary + bonus
• Ticket restaurants
• E-learning courses 
• Private health insurance
• 28 days of holiday
• An excellent international work environment in a company that really cares about its people 
• A beautifully designed office in the city center of Barcelona

What will you learn?:

• To grow within an innovative fashion e-commerce business 
• You will have the chance to apply, extend and develop your knowledge and skills.
• You will get the chance to work in an international and motivated environment.

Our recruitment process?:

• Step 1: Interview with our Recruiter to get to know you better and give you advice on the recruitment process 
• Step 2: Interview with the company's Talent Acquisition Specialist 
• Step 3: Interview with Head of Customer Care