ABOUT THE ROLE AND OUR TEAM: 
At The Knot Worldwide, we are looking for a dynamic and experienced Customer Care Team Lead to join our Sales team, focusing on the Spanish & Portuguese markets. The ideal candidate will have a proven track record in B2B customer service, strong leadership capabilities, excellent listening skills, and the ability to understand and meet customer needs, while also demonstrating outstanding interpersonal skills.   RESPONSIBILITIES:  Oversee the daily management of a B2B customer service team within the commercial department. Drive team productivity and ensure key performance indicators (KPIs) are met. Provide support and guidance to team members on day-to-day issues and quickly address operational queries. Coach team members by monitoring call performance, providing personalised feedback, and creating development plans to support succession planning within the team. Foster a results-oriented team culture by suggesting ongoing team incentives, organising contests, and leading social initiatives (e.g., team-building activities, weekly motivation meetings, celebrating successes, etc.). Manage B2B clients by providing post-sales support, enhancing client retention, offering quality personalised attention, and handling customer retention strategies. Respond to client inquiries via phone and email, delivering excellent service. Oversee additional products purchased by clients and manage their satisfaction. Collaborate with other departments to resolve customer-related issues efficiently. SUCCESSFUL CANDIDATES HAVE:  You are based in Barcelona You have at least 4 years of experience in customer service, with at least 1 year of team management experience (preferably with B2B clients). Excellent communication skills. Strong organisational, detail-oriented, and problem-solving abilities. Ability to work effectively in multicultural, structured, and dynamic environments. Professional fluent in English and Spanish Fluent in Portuguese is a plus but not required