Customer Care Team Leader Iberia

TL;DR

Customer Care Team Leader Iberia: Developing and managing a team of customer care representatives handling onboarding and support across phone, email, chat, and social media with an accent on KPIs monitoring, resource planning, and individual coaching. Focus on leading multi-site operations, ensuring aligned ways of working across EasyPark, and delivering premium customer service in a fast-paced environment.

Location: Hybrid in Madrid, Spain. This role is based in Madrid.

Company

Global team transforming urban mobility, guiding customers and communities towards brighter futures and livable cities.

What you will do

• Lead, support, and motivate your multi-site team in daily customer care operations
• Monitor and report individual KPIs on daily, weekly, and monthly basis
• Plan, schedule, and prioritize team resources in collaboration with other leaders and managers
• Ensure aligned ways of working across the EasyPark footprint
• Dedicate time to individual development of team members using coaching approach
• Recruit new team members when necessary

Requirements

• Excellent spoken and written skills in Spanish and English required
• At least 2 years of leadership experience with full people management responsibilities
• Proven track record delivering results on customer care KPIs like satisfaction, efficiency, engagement, answering ratios, and response times
• Contact center experience (phone and email; chat a plus)
• University degree in business administration or similar (plus)

Culture & Benefits

• Work in a fast-paced, fast-growing, ever-changing business environment
• Collaborative culture guided by values: Curious, Focused, Together
• Full freedom in how to manage your team and operations
• Close collaboration with Customer Care Manager and other Team Leaders