Customer Service Manager - English Speaker - Remote

Overview

We’re looking for a dynamic and experienced Customer Service Manager to lead and inspire our Madrid-based team. You’ll play a key role in shaping a positive customer experience, managing team performance, and ensuring that service levels and KPIs are met or exceeded.

In Short

• Lead, coach, and develop a team of customer service agents
• Monitor performance metrics and implement strategies to improve efficiency and customer satisfaction
• Handle escalations and complex customer issues with professionalism
• Collaborate with other departments (sales, logistics, product) to ensure a seamless customer journey
• Drive continuous improvement in processes and service delivery
• Prepare reports on team performance and customer feedback

Requirements

• Fluent in English (C1/C2 level); Spanish is a strong plus
• At least 3–5 years of experience in customer service, with 2+ years in a managerial role
• Strong leadership and communication skills
• Proven ability to analyze data and optimize performance
• Empathetic, solution-oriented, and organized

Benefits

• Competitive annual salary: €40,000 – €45,000
• Hybrid work model (3 days in-office, 2 days remote)
• Private health insurance
• Opportunities for career growth and professional development
• A supportive, international work environment