At bsport we empower the Wellness Industry with an all-in-one platform that combines boutique fitness and advanced technology. Our platform enables our partners to manage their bookings, payroll, marketing and more, to streamline operations and boost their commercial success.

If you're looking to join a collaborative culture where your ideas matter, your growth is encouraged, and your impact is visible, we’d love to meet you!

About the role :
At bsport, the Care & Support Team Leader drives a team of Customer Care Specialists to deliver outstanding service while keeping operations sharp and customers happy.

This role turns strategy into action—boosting performance, developing talent, strengthening processes, and working closely with the Customer Care Manager to keep the engine running.

The Team Leader builds a high-trust, high-impact environment where people take ownership, grow fast, and consistently deliver great results.

What will be your impact:

▪️ People & Team Leadership

Run impactful 1:1s focused on performance, wellbeing, and growth
Coach daily, give clear feedback, and support complex cases
Manage schedules, time off, and team communication
Build a positive, collaborative team culture

▪️ Operations & Delivery

Own daily workload distribution and queue health
Ensure SLAs, priorities, and quality standards are met
Coordinate with other teams and lead weekly team meetings
Support launches, campaigns, and training

▪️ Quality, Process & Performance

Review conversations and give actionable feedback
Improve processes to boost efficiency and customer experience
Track KPIs and contribute to reporting
Manage bonus metrics and help the team understand how performance drives rewards

You would be great fit if you have:

Proven experience managing customer support or care teams in a SaaS or tech environment.
Previous experience in a supervisory, coaching, or team lead role is a strong plus.
Excellent communication skills, both written and verbal.
Solid organisational skills and time-management skills, ability to prioritise and multitask.
Ability to analyse data and quality metrics to drive improvements.
Comfortable working with CRM systems (hubspot, intercom) and internal tools.
Ability to stay calm under pressure and support others through high activity periods.

What We Offer
🌅 Vibrant office in Passatge St. Joan, Barcelona.
🏠 Hybrid work, with 1 remote day per week.
🌎 Work from anywhere – Travel & work remotely for up to 3 weeks per year.
🏋🏽‍♀️ Fitness perks – Exclusive gym benefits tailored for you.
❤️ Health insurance – Fully covered by us.
🍹 Team culture & socials – Join after-work events and team outings.
🏄🏼‍♀️ Team building & sports – Connect with your teammates through fun activities.
🛏️ Paid sick leave – Because your health comes first.

Here’s what to expect in our hiring process: