Customer Care Squad Manager - Spain 🇪🇸
Madrid
Operations – Merchants /
Full-time job /
Hybrid
E-commerce is booming — but independent brands still struggle to match the seamless logistics of giants like Amazon. At Bigblue, we’re on a mission to change that.
We help brands by democratizing best-in-class operations: scaling faster while delivering a five-star customer experience.
Since 2018, we’ve built a tech-driven logistics platform powering 500+ brands — from fast-growing DTC players to global names like MUJI, Aigle, Scuffers and Cabaïa. With 110+ employees across Paris, Madrid, and London, our proprietary WMS (Warehouse Management System) Atlas, and a network of 7 warehouses across Europe, we’re solving logistics challenges that others haven’t dared to tackle — making fulfillment faster, smarter, and greener.
Backed by $20+M in funding and trusted by the next generation of e-commerce leaders, we’re scaling rapidly — from 10 million orders in 2024 toward ambitious enterprise expansion. The journey ahead is bold, and we’re looking for the right partner to help us lead the way.
About the role 🚀
Location: Madrid
As a Customer Care Squad Manager, you will take the lead of the Customer Care team in Spain in order to monitor the workload, the performance and to improve continuously processes. You will also be in direct contact with merchants for escalations and some tickets, and be in the heart of our operations to support our growth. Finally, you will contribute to the improvement of the app through your daily interactions with the Operations and Product teams.
This job opening is intended to help structure the Care team in Spain. You will report directly to the Spain Merchant Team Lead.
Missions ✍️
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.
Be the engine of the team performance
- 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.
Lead the excellence of Care processes in Spain
- 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 🙌
- 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 💙
💼 High impact role: Be at the center of our growth journey and help shape the team that will power Bigblue’s future.
💙 Founders-led company with an innovative, caring culture.
🚀 Fast-growing scale-up: Join a well-funded, early-stage company where your work will have immediate and visible results.
🌍 International environment: Work across Paris, Madrid, London, and our European warehouse network.
🍱 110€ per month for restaurants and delivery. 🚌 15€ per month for public transport.
🧘♀️ ClassPass membership for fitness & wellness.
🖥️ MacBook or any setup you need — your choice of equipment to do your best work.
🩺 100% health insurance coverage with Benefiz.
We want to hear from you! Regardless of sex, gender identity, sexual orientation, race, color, religion, origin, disability, age… At Bigblue, we create equal opportunities for all and make our culture as inclusive as possible. Because we believe that challenging assumptions and embracing diversity in experiences and backgrounds is what makes us stronger.
Because what we value first and foremost are curiosity and growth-driven minds. So, regardless of who you are and how many “boxes” you tick on the job description, if you have the energy and passion to help shape Bigblue’s entrepreneurial adventure, APPLY.
Process 👩🏽💻
1. Informal discovery call (Google Meet)
2. Deep-Dive call (Google Meet)
3. Case study
4. On-site interviews (in our Madrid office, half-day)
5. References
