Customer Service Team Manager - French Bilingual

📋 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

• At least 4 years of customer experience or support leadership, including at least 2 years managing
• Professional fluency in French 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

🎁 Benefits

• Joining Quince means being part of a mission-driven team reshaping retail.
• Work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more
• Direct employment with Quince; equity and comprehensive benefits to be discussed during hiring