Customer Care Manager - Spain 🇪🇸

About the role 🚀

Location: Madrid

As a Customer Care Manager, you will take the lead of the Customer Care team in Spain in order to monitor the workload, the performance and to improve continuously processes. You will also be in direct contact with merchants for escalations and some tickets, and be in the heart of our operations to support our growth. Finally, you will contribute to the improvement of the app through your daily interactions with the Operations and Product teams.

This job opening is intended to help structure the Care team in Spain. You will report directly to the Spain Merchant Team Lead.

Missions ✍️

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.

Be the engine of the team performance

• 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 to 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.

Lead the excellence of Care processes in Spain

• 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 in 🇪🇸 and fluent in 🇬🇧.
• Be 100% in line with the Bigblue values.