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    Customer Care Manager

    BettingJobs are seeking a Customer Care Manager to join the team of a company based in Barcelona. As the Customer Care Manager, you will be responsible for leading the customer support team and building the processes from the ground-up.

    The role of Customer Care Manager would suit an individual with proven experience in building a department who is fluent in both French and English.

    Responsibilities:

    • Lead the restructuring of the customer care department by identifying essential roles, recruiting key personnel, and establishing a strong operational backbone for future growth.
    • Identify areas for improvement and design streamlined processes and workflows to enhance operational efficiency. Ensure the development of systems that support smooth day-to-day operations and future growth.
    • Lead, mentor, and develop a high-performing team of customer care professionals, creating a culture of excellence and accountability.
    • Define and implement tools, policies, and procedures to improve customer care operations and ensure consistent, high-quality service.
    • Recruiting and onboarding new team members, ensuring the right skill sets are in place to support the department’s evolving needs.
    • Establish and monitor KPIs to evaluate team performance, identify areas for improvement, and drive continuous optimization of processes.
    • Oversee the handling of complex customer inquiries and escalations, ensuring timely and effective resolutions that enhance customer satisfaction.
    • Create and implement training programs to keep the team up to date with product knowledge, customer service best practices, and evolving processes.
    • Stay informed of industry trends, technologies, and innovations to ensure our department remains competitive and proactive.

    Requirements:

    • Native French speaker and fluent in English (both required). Proficiency in German or other languages is a plus.
    • Proven experience in department restructuring, including process development and team recruitment.
    • Strong leadership skills, with experience in building, mentoring, and managing high-performing teams.
    • Experience in creating operational processes, with the ability to design and optimize workflows to improve efficiency and scalability.
    • Experience with customer service tools and technologies, particularly ticketing systems—knowledge of Zendesk is an advantage.
    • Strong analytical skills for setting KPIs, measuring performance, and implementing improvements based on data-driven insights.
    • Excellent communication and interpersonal skills.
    • Ability to thrive in a fast-paced, evolving environment while managing multiple priorities and ensuring smooth day-to-day operations.

    Consultant

    Mia Dunnington

    Get in touch