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Customer Care Team Lead

Barcelona

At Amenitiz, we're on a mission to simplify hospitality management - empowering over 15,000 independent hoteliers to run smarter, not harder.

We're more than just another SaaS scale-up. We're revolutionizing one of the world's oldest industries. Backed by over $80M from top-tier VCs who support disruptive giants like Alibaba, Toast, Zendesk, Delivery Hero, Revolut, and Loom, we've been recognized as a TravelTech Titan and one of Wired's hottest start-ups.

From our Barcelona HQ, we turn bold ideas into real impact, ownership into innovation, and collaboration into results that matter - every single day.

About the role

This role is on-site in Barcelona

The Customer Care Team Leader plays a crucial role in hiring, onboarding, training, and managing a high-performing team of customer care agents. Reporting to the Head of Customer Care, this position ensures that team members develop the necessary customer service, product, and industry knowledge to provide world-class support. The role focuses on enhancing productivity, maintaining quality standards, and improving customer satisfaction metrics.

Your missions

  • Recruit, onboard, and train new team members to ensure they reach full proficiency quickly.
  • Provide continuous coaching and feedback to enhance performance, fostering a culture of learning and improvement.
  • Conduct performance evaluations, setting clear expectations and growth objectives for the team. Ensure the team is not only prepared but accountable for their performance - owning their results, their development, and the quality of every customer interaction.
  • Monitor and analyze daily activity, ensuring that customer interactions align with quality assurance standards.
  • Promote active listening and empathy, ensuring that agents handle customer inquiries with professionalism and efficiency.
  • Oversee conflict resolution efforts, ensuring customer concerns are addressed constructively.
  • Utilize data-driven insights to optimize response times and improve CSAT and NPS scores.
  • Identify learning and coaching opportunities, improving overall team efficiency.
  • Collaborate with the Head of Customer Care Customer Care Manager to develop new strategies for optimizing customer support.
  • Stay updated on product knowledge to ensure the team effectively aligns customer support solutions with business goals.

About you

  • 2+ years proven experience in a customer-facing role (preferably in SaaS or hospitality).
  • Previous leadership experience, with a strong ability to motivate and develop team members.
  • Fluency in English, with proficiency in French, Spanish, Italian, or Portuguese as a plus.
  • Exceptional organizational and prioritization skills, capable of balancing multiple tasks efficiently.
  • Strong communication skills, ensuring clear and consistent feedback across the team.
  • A problem-solving mindset, focused on continuous improvement and driving innovation.
  • Ability to manage interpersonal challenges, fostering a supportive and engaged team environment.

Our offer

  • Competitive salary + stock options with a back-loaded vesting schedule
  • Comprehensive health insurance
  • On-demand salary access - no need to wait until the end of the month
  • A structured career path with defined criteria at every level
  • Flexible benefits - save on meals, childcare, transportation, and training with our tailored remuneration options
  • Any book, purchased for you, plus access to a shared team library
  • An international team of 35+ nationalities based in one of Europe's leading tech hubs

Apply now to join our team and be a part of our exciting journey at Amenitiz!

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When you apply to a job on this site, the personal data contained in your application will be collected by Amenitiz Solutions (“Controller”), which is located at  SL,Plaça Urquinaona , 08010 Barcelona and can be contacted by emailing ta-team@amenitiz.com. The Controller's data protection team can be contacted at ta-team@amenitiz.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

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