Inbound Team Leader (Logistics)

Location: Madrid, Spain; onsite

Company

JINGDONG Logistics, part of hirify.global, provides technology-driven supply chain and logistics solutions, including warehouse management, transportation, last-mile delivery, cold chain, and cross-border logistics.

What you will do

• Lead and motivate the inbound customer service team to achieve service and performance targets.
• Oversee daily operations, quality standards, service level agreements, call queues, agent availability, and workflow efficiency.
• Coach, mentor, and provide performance feedback while implementing training and development initiatives.
• Handle escalated customer inquiries and complex issues professionally.
• Analyze team performance data, identify trends, and implement corrective actions to improve customer satisfaction and operational efficiency.
• Develop team schedules, manage leave requests, conduct team meetings, collaborate with other departments, and ensure compliance with company policies and regulatory requirements.

Requirements

• Bachelor’s degree in Business Administration, Communications, or a related field.
• At least 3 years of customer service experience, including at least 1 year in a supervisory or team lead position.
• Proven ability to motivate and lead a team toward performance goals.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency in customer relationship management software and other relevant tools.
• Ability to work effectively in a fast-paced and dynamic environment.
• Fluency in English.

Nice to have

• Fluency in Mandarin for global operations.

Culture & Benefits

• Work in a technology-driven global supply chain and logistics environment.
• Exposure to smart warehousing, autonomous delivery, and data intelligence.
• Collaborative, ownership-oriented, people-first workplace.
• Competitive salary and supportive environment focused on professional growth.
• Equal opportunity workplace committed to diversity and inclusion.