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Bigblue

Customer Care Manager

Bigblue

Customer Care Manager leading the Care team in Spain for logistics operations. Supporting performance improvements and merchant interactions while ensuring customer satisfaction.

Posted 6/4/2026full-timeMadrid • 🇪🇸 SpainMid-LevelSenior💰 €39,000 - €43,000 per yearWebsite

About the role

Key responsibilities & impact
  • Manage & coach the Customer Care team
  • Lead the Spanish Care team on a daily basis to drive performance.
  • Ensure 1to1, performance reviews and other meetings with the Spanish Care Team.
  • Ensure tickets review with the Spanish Care team.
  • Provide coaching and support to the team when needed.
  • Monitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality.
  • Guarantee high responsiveness and service quality for tickets to thrive for excellence.
  • Participate to tickets handling with the team and merchants calls (around 20% of your time).
  • Be responsible for escalations from our merchants via calls and meetings.
  • Create Ad hoc strategic planning with merchants without an Account Manager.
  • Implement and update structured workflows / processes to manage Care requests efficiently.
  • Ensure streamlined communication with merchants in Care remit.
  • Align with the Account Management team to ensure a seamless experience for merchants.
  • Work closely with operations & product teams to ensure merchant feedback leads to meaningful improvements.

Requirements

What you’ll need
  • 3+ years of experience in a client-facing role and 1+ year managing a team.
  • Exceptional organizational & time management skills.
  • Demonstrated ability to work in a team.
  • Strong stakeholder management capabilities.
  • Analytical mindset.
  • Customer ultra-centricity.
  • Native in 🇪🇸 and fluent in 🇬🇧.
  • Be 100% in line with the Bigblue values.

Benefits

Comp & perks
  • 110€ per month for restaurants and delivery.
  • 15€ per month for public transport.
  • ClassPass membership for fitness & wellness.
  • 100% health insurance coverage with Benefiz.
  • Your choice of equipment to do your best work.

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills
coachingperformance managementorganizational skillstime managementteamworkstakeholder managementanalytical mindsetcustomer-centricity