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Customer Service Team Leader (US market) w/native English

Key languages:

Native English 

any additional language is a plus 


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. 

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 

Don’t be shy! Just ask your recruiter!

Sarah Amarti

Key languages:
English - Arabic - French
Want to know more about Sarah? Click here!

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