Customer Service Team Manager (French Bilingual)

Location: Barcelona, Spain; hybrid setup required. Weekend and holiday availability is required, especially during November–December peak periods.

Company

hirify.global is an ecommerce and retail company using a manufacturer-to-consumer model, proprietary technology, AI, and analytics to deliver high-quality essentials at lower prices.

What you will do

• Build, lead, and scale the founding French Customer Experience team in Barcelona.
• Manage and develop CX Specialists delivering customer support across phone, chat, SMS, email, and social channels.
• Improve CSAT, FCR, quality, and productivity through coaching, continuous improvement, and operational rigor.
• Collaborate with product, logistics, and marketing to solve customer pain points and improve the customer journey.
• Lead initiatives using Test & Learn, technology, and automation to improve efficiency, engagement, and satisfaction.
• Support hiring, onboarding, and training for French-speaking CX Specialists.

Requirements

• At least 4 years of customer experience or support leadership, including at least 2 years managing high-volume customer service teams; retail or ecommerce experience is a plus.
• Professional fluency in French and English, written and spoken, is required to coach, provide feedback, and communicate nuanced customer and business topics.
• Experience maintaining engagement, accountability, and performance in remote and distributed teams.
• Strong understanding of CX metrics and experience driving results through KPIs.
• Experience with CX platforms such as Zendesk, Gladly, or similar ticketing or CRM tools.
• Excellent written and verbal communication skills, with strong attention to clarity, tone, and customer focus.
• Adaptability, growth mindset, and scrappy problem-solving in a fast-paced, evolving startup environment.
• Availability to work weekends and holidays, particularly during November–December peak periods.
• Hybrid setup is required.

Nice to have

• Bachelor’s degree or higher.
• Retail or ecommerce experience.

Culture & Benefits

• Work in a mission-driven company focused on making quality essentials more accessible and sustainable.
• Collaborate in a builder-oriented environment that challenges conventional retail practices and uses technology and data to solve complex problems.
• Fast-paced culture with significant responsibility and opportunities to shape business direction.
• Reasonable accommodations are available for qualified individuals with disabilities.
• Employment is contingent upon successful completion of a background check.