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Care & Support Team Leader

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Bsport

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Location:
Spain , Barcelona

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

At bsport, the Care & Support Team Leader drives a team of Customer Care Specialists to deliver outstanding service while keeping operations sharp and customers happy. This role turns strategy into action—boosting performance, developing talent, strengthening processes, and working closely with the Customer Care Manager to keep the engine running. The Team Leader builds a high-trust, high-impact environment where people take ownership, grow fast, and consistently deliver great results.

Job Responsibility:

  • Run impactful 1:1s focused on performance, wellbeing, and growth
  • Coach daily, give clear feedback, and support complex cases
  • Manage schedules, time off, and team communication
  • Build a positive, collaborative team culture
  • Own daily workload distribution and queue health
  • Ensure SLAs, priorities, and quality standards are met
  • Coordinate with other teams and lead weekly team meetings
  • Support launches, campaigns, and training
  • Review conversations and give actionable feedback
  • Improve processes to boost efficiency and customer experience
  • Track KPIs and contribute to reporting
  • Manage bonus metrics and help the team understand how performance drives rewards

Requirements:

  • Proven experience managing customer support or care teams in a SaaS or tech environment
  • Previous experience in a supervisory, coaching, or team lead role is a strong plus
  • Excellent communication skills, both written and verbal
  • Solid organisational skills and time-management skills, ability to prioritise and multitask
  • Ability to analyse data and quality metrics to drive improvements
  • Comfortable working with CRM systems (hubspot, intercom) and internal tools
  • Ability to stay calm under pressure and support others through high activity periods
What we offer:
  • Vibrant office in Passatge St. Joan, Barcelona
  • Hybrid work, with 1 remote day per week
  • Work from anywhere – Travel & work remotely for up to 3 weeks per year
  • Fitness perks – Exclusive gym benefits tailored for you
  • Health insurance – Fully covered by us
  • Team culture & socials – Join after-work events and team outings
  • Team building & sports – Connect with your teammates through fun activities
  • Paid sick leave – Because your health comes first

Additional Information:

Job Posted:
January 17, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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