Customer Service Team Manager (German)

Location: Barcelona, Spain; hybrid schedule

Salary: €62,200–€73,200 per year

Company

hirify.global is a manufacturer-to-consumer retail brand offering apparel, accessories, home goods, and other high-quality essentials through proprietary technology, AI, analytics, and direct manufacturing partnerships.

What you will do

• Build, lead, and scale the founding German Customer Experience team in Barcelona.
• Manage CX Specialists delivering customer support across phone, chat, SMS, email, and social channels.
• Improve CSAT, FCR, quality, and productivity through coaching, KPI management, and continuous improvement.
• Coach and mentor team members, supporting engagement, skill development, and performance.
• Partner with product, logistics, and marketing teams to resolve customer pain points and improve the customer journey.
• Support hiring, onboarding, and training while leading initiatives that improve efficiency and customer satisfaction.

Requirements

• 4+ years of customer experience or support leadership, including 2+ years managing high-volume customer service teams.
• Professional fluency in German and English, both written and spoken, with the ability to coach and communicate nuanced topics in both languages.
• Experience maintaining engagement, accountability, and performance in remote and distributed teams.
• Strong knowledge of CX metrics and experience driving results through KPIs.
• Experience with Zendesk, Gladly, or similar ticketing and CRM platforms.
• Availability to work weekends and holidays during peak periods, especially November–December.

Nice to have

• Experience in retail or e-commerce.
• Bachelor’s degree or higher.

Culture & Benefits

• Work in a fast-paced environment focused on challenging conventional retail models.
• Use technology, data, automation, and test-and-learn methods to solve complex customer and operational problems.
• Contribute to a mission focused on making high-quality essentials more affordable and sustainable.
• Employment is contingent on successful completion of a background check.