Customer Service Team Manager

The Role: 

Customer Service Team Manager

We are seeking a German-bilingual Customer Service Team Manager to build and lead our founding German Customer Experience team, based in our Center of Excellence in Barcelona on a hybrid schedule. This is a hands-on, people-first leadership role responsible for standing up and scaling a high-performing CX team that delivers consistently exceptional customer experiences across all channels—phone, chat, email, and social—for our German-speaking customers.

Fluency in both German and English is required, as you will hire, coach, and develop frontline German-speaking Customer Experience Specialists while collaborating across our global CX organization. In this role, you will drive measurable business and customer impact by developing frontline talent, embedding operational rigor, translating data and customer insights into action, and leveraging technology and automation to continuously improve performance, efficiency, and engagement in a fast-paced, dynamic environment.

Responsibilities

• Lead, manage, and develop a team of Barcelona - based CX Specialists delivering best-in-class omni-channel customer experiences (phone, chat, sms, email).
• Elevate team performance and KPIs (CSAT, FCR, Quality, Productivity) through continuous improvement, empowering the team to deliver frictionless, luxury-grade service rooted in a genuine, human-centered Quince standard of care
• Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations.
• Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points, improve processes, and elevate the customer journey.
• Lead initiatives that reduce friction, improve efficiency, and enhance customer satisfaction, applying Test & Learn and Scrappy thinking.
• Assist with hiring, onboarding, and training CX Specialists, ensuring alignment with Quince values and operating principles.

Qualifications

• 4+ years of customer experience or support leadership, including 2+ years managing high-volume, customer service teams (retail or e-commerce a plus).
• 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.
• Proven ability to maintain engagement, accountability, and performance in remote and distributed teams.
• Strong understanding of key CX 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 keen attention to clarity, tone, and customer focus.
• Comfortable working in a fast-paced, evolving startup environment, demonstrating adaptability, growth mindset, and scrappiness.
• Weekend and holiday availability, especially during peak periods (November–December).
• Bachelor’s degree or higher preferred.

Pay Range: €62,200 - €73,200