Customer Service Team Manager

📋 Description

• Lead, manage, and develop a team of Barcelona - based CX Specialists delivering best-in-class
• Elevate team performance and KPIs (CSAT, FCR, Quality, Productivity) through continuous
• Coach and mentor team members to grow their skills, maintain engagement, and exceed performance
• Collaborate cross-functionally with product, logistics, and marketing to solve customer pain
• Lead initiatives that reduce friction, improve efficiency, and enhance customer satisfaction
• Assist with hiring, onboarding, and training CX Specialists, ensuring alignment with Quince values

🎯 Requirements

• 4+ years of customer experience or support leadership, including 2+ years managing high-volume
• Professional fluency in German and English (written and spoken) — able to coach, deliver feedback
• Proven ability to maintain engagement, accountability, and performance in remote and distributed
• Strong understanding of key CX metrics and ability to drive results using KPIs.
• Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools.
• Excellent written and verbal communication skills, with keen attention to clarity, tone, and