Team Lead (Danish + Chinese)

Location: Barcelona, Spain; 100% on-site

Company

Customer experience operations supporting customer and consumer service delivery.

What you will do

• Lead, support, motivate, and develop a team of customer and consumer service representatives.
• Supervise case management, prioritisation, workload distribution, deadlines, and SLA compliance.
• Monitor productivity, KPIs, adherence, performance metrics, incidents, and customer feedback.
• Collaborate with quality, escalation, and senior supervision functions to improve service quality and consumer satisfaction.
• Participate in client meetings, communicate updates, gather team feedback, and identify operational improvements.
• Identify training needs and support training sessions, reporting, and compliance with company and project policies.

Requirements

• Native or near-native Danish and fluent English and Chinese.
• Previous experience managing customer service teams.
• Experience with customer service processes, tools, and best practices.
• Ability to analyse performance indicators and use data for decision-making.
• Good knowledge of Microsoft Office and Excel for tracking, analysis, and reporting.
• Knowledge of Salesforce or other CRM tools, with strong communication, feedback, prioritisation, and people-management skills.

Culture & Benefits

• Full-time employment with an excellent remuneration package based on experience, skills, and performance.
• Great office location in Barcelona.
• Full paid training on the company and project.
• Career development programme and specialised courses.
• Guidance and tools to support career development.