Customer Service
hace 12 días
Barcelona
About the Role We are looking for an experienced Customer Service Manager to take full ownership of our customer experience strategy and operations. This role is ideal for someone who thrives in a fast-paced, high-growth environment, enjoys solving complex challenges, and can build scalable service operations from the ground up. Responsibilities • Develop and lead the Customer Service department, establishing clear processes and best practices., • Optimize and manage HubSpot CRM, creating automated workflows and improving efficiency., • Improve response times and service quality to enhance customer satisfaction., • Integrate and optimize multichannel support (HubSpot, WhatsApp, Email) to create a seamless customer experience., • Collaborate with E-commerce and Logistics teams to ensure smooth customer journeys from pre-sale inquiries to post-sale support., • Gain an in-depth understanding of our technical product range to provide accurate support., • Define, track, and improve key customer service KPIs, including response time, resolution rate, and satisfaction scores., • Proactively handle customer concerns and mitigate negative reviews through effective communication and issue resolution. Experience & Background • Strong knowledge of CRM platforms (HubSpot preferred, but experience with Zendesk, Salesforce, Freshdesk is also valuable)., • Experience in omnichannel customer support (email, chat, WhatsApp, etc) and workflow automation., • Proficiency in CRM tools, particularly HubSpot or similar platforms., • Process-driven mindset with experience in structuring and optimizing workflows., • Strong problem-solving and analytical skills with a data-driven approach., • Excellent communication skills, with the ability to coordinate across multiple teams., • Opportunity to build and lead a key department in a growing startup., • Career growth potential with the ability to shape our customer service strategy., • A dynamic, entrepreneurial environment where your work has a direct impact., • Fair compensation: We believe in fair pay, and this role includes an attractive performance-based bonus structure., • Strategic seat at the table: you’ll work directly with the CEO and CRO as we scale Wolfiek into a global, trusted brand., • Ownership: no bureaucracy, no bloated org — you’re building the finance engine About Wolfiek Wolfiek is the go-to authority for premium airguns and accessories in Europe. We operate multiple specialized storefronts and are building a unified DTC platform and product line under the Wolfiek Group umbrella With ambitions to become the most trusted and complete destination for airgun enthusiasts worldwide, we combine expert curation, tight community connection, and high-quality gear with personalized service. We're headquartered in Barcelona, with customers across Europe and plans to expand to the US in 2026. As we continue to scale, we are building a structured, high-performing Customer Service team. This is where you come in.
