Company Description

At MSX International, a North American multinational and leading consultancy in the automotive sector, we have more than 500 experts across Spain and Portugal dedicated to designing and implementing innovative solutions that optimize our clients’ business processes and results.

With over 25 years of industry experience, our multilingual and multicultural Consumer Engagement division operates with a proactive and dynamic mindset. Our diverse team consistently brings fresh ideas, makes informed decisions, and collaborates closely to ensure every client feels valued and fully satisfied with the exceptional service we deliver.

Job Description

Are you passionate about leading teams, fluent in English, and driven by delivering outstanding customer experiences?

We’re looking for a Team Leader to guide a team of Customer Service specialists supporting a prestigious global client. You’ll play a vital role in maintaining service excellence, coaching agents through sensitive inquiries, and driving continuous operational improvement.

Key Responsibilities

• Lead daily operations, ensuring smooth workflows and high service standards.
• Support agents in resolving complex customer cases with fairness, empathy, and policy alignment.
• Act as the primary point of contact for team-related issues and escalations.
• Collaborate with training and quality teams to ensure agents are well-prepared and performance goals are met.
• Monitor KPIs, provide coaching, and foster continuous improvement.
• Manage schedules, attendance, and task assignments to maintain coverage and productivity.
• Liaise with internal stakeholders (Legal, Operations, Product) to support case resolution.
• Identify recurring issues and propose process enhancements.
• Maintain structured documentation in case management systems.
• Communicate updates, goals, and feedback between the team and leadership.
  
  

Qualifications

What We’re Looking For:

• C1 level of English.
• Full-time availability.
• Based in our Barcelona office in a 50% hybrid position, with an initial 3–6 month on-site adaptation period (Carrer de la Constitució, 2, Sant Just Desvern, 08960 Barcelona).
• Proven experience in customer service operations, ideally in a supervisory or escalation-handling role.
• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Ability to interpret and apply policy, contractual terms, and legal frameworks.
• Highly organized, proactive, and results-oriented.
• Familiarity with CRM and case management tools.
• Knowledge of consumer rights or regulatory frameworks is an advantage.
  
  

Additional Information

What We Offer

• Permanent position with an indefinite contract from the beginning.
• Telecommuting policy of up to 50% of the monthly working hours after the training period (approx. 3-6 months).
• Be part of a great team of professionals in an internationally consolidated company.
• Gain a global vision of the automotive sector by interacting with clients, suppliers, consultants, and dealerships.
• MSX Bazaar: Collective purchasing portal with great discounts for employees.
• Possibility to join the Flexible Compensation Plan (medical insurance, transport card, meal card, training...).
• 23 working days of vacation per year, as stipulated by the collective agreement.
• Additional incentives for employee referral programs, internal trainers, new business opportunities, etc.
  
  

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.