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Customer Service Team Manager (German Speaker)

Quince

Join Quince, a fast-growing e-commerce company, as a Customer Service Team Manager. In this hands-on leadership role, you will build and lead our founding German Customer Experience team based in Barcelona. You will be responsible for delivering exceptional customer experiences across all channels and driving measurable business and customer impact. Fluency in German and English is required, along with a strong understanding of key CX metrics and experience in customer service leadership.

Lead and develop a high-performing Customer Experience team, ensuring exceptional service delivery across all channels for German-speaking customers.

Responsibilities

  • Drive measurable business and customer impact by developing frontline talent, embedding operational rigor, and leveraging technology to improve performance.
  • Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points, improve processes, and elevate the customer journey.

Requirements

  • Proven ability to maintain engagement, accountability, and performance in remote and distributed teams
  • Professional fluency in German and English (written and spoken) — able to coach, deliver feedback, and communicate nuanced customer and business topics effectively in both languages
  • Strong understanding of key CX metrics and ability to drive results using KPIs
  • Excellent written and verbal communication skills, with keen attention to clarity, tone, and customer focus
  • Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools
  • Comfortable working in a fast-paced, evolving startup environment, demonstrating adaptability, growth mindset, and scrappiness
  • 4+ years of customer experience or support leadership, including 2+ years managing high-volume, customer service teams (retail or e-commerce a plus)
  • Weekend and holiday availability, especially during peak periods (November–December)

Preferred

  • Bachelor’s degree or higher preferred

Pay

EUR 62,200 - 73,200

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