Customer Service Team Manager (German)

Location: Barcelona, Spain; hybrid setup at the Center of Excellence

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 operational processes.

What you will do

• Build, lead, and scale the founding German Customer Experience team serving customers across phone, chat, SMS, email, and social channels.
• Manage and develop Barcelona-based Customer Experience Specialists while maintaining engagement, accountability, and performance.
• Drive CSAT, FCR, quality, and productivity through continuous improvement and KPI-based management.
• Coach team members and assist with hiring, onboarding, and training.
• Collaborate with product, logistics, and marketing to resolve customer pain points and improve the customer journey.
• Use data, customer insights, technology, automation, and Test & Learn initiatives to improve efficiency and satisfaction.

Requirements

• At least 4 years of customer experience or support leadership, including at least 2 years managing high-volume customer service teams.
• Professional fluency in German and English, written and spoken, is required; capable of coaching, giving feedback, and communicating nuanced customer and business topics in both languages.
• Experience maintaining engagement, accountability, and performance in remote and distributed teams.
• Strong understanding of customer experience metrics and ability to drive results using KPIs.
• Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools.
• Excellent written and verbal communication skills with strong attention to clarity, tone, and customer focus.
• Adaptability, growth mindset, and scrappiness in a fast-paced, evolving startup environment.
• Availability to work weekends and holidays, especially during peak periods in November and December.
• Hybrid setup in Barcelona is required.

Nice to have

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

Culture & Benefits

• Work in a mission-driven company reshaping retail through sustainable, accessible products and direct manufacturer relationships.
• Join a builder-oriented environment that challenges conventional thinking and uses technology and data to solve difficult problems.
• Contribute across a global CX organization with opportunities to influence business direction regardless of role, tenure, or seniority.
• Employment is contingent upon successful completion of a background check.
• Equal employment opportunities and reasonable accommodations are provided.

Hiring process

• Applications and recruitment communications are handled through official hirify.global email addresses, LinkedIn, phone, in-person interviews, Google Meet, or Zoom.
• Offers are merit-based and communicated verbally followed by written confirmation; personal information is requested only through secure channels.