Customer Service Team Leader – Oslo Skin Lab

Lead our customer care team in Madrid to deliver exceptional service and drive retention for our growing Spanish market.

Responsibilities

• Operate day‑to‑day customer contact activities (inbound & outbound).
• Provide live call support and real‑time coaching of frontline agents.
• Drive key retention metrics such as saves, CSAT, email satisfaction, answering rates, and service levels.
• Maintain an authentic presence on the floor, avoiding remote oversight.
• Develop and structure workflows, run performance cycles, and prepare the operation for expansion into new markets.
• Transition over time into a backend leadership role focused on strategy, people development, and operational excellence.

Requirements

• Proven leadership experience in a customer care, retention, or subscription‑based environment.
• Hands‑on operational capability: handl...