Customer Care Line Manager Iberia

Welcome to our fabulous world. We are **_TheFork_**. Our mission is to **_bring happiness through amazing dining experiences,_** thanks to our 3 main products:
**TheFork App** : the restaurant discovery and booking app for every occasion

️ **TheFork Manager** : the tool to digitize restaurant operations and be in full control of your business

**TheFork Pay & gift cards**: the new and amazing dining payment experience

Creator of a unique model that disrupted the restaurant industry 15 years ago, we are now the **leading dining platform** across Europe and Australia. We are experiencing an exciting period of growth, and we need the greatest folks onboard. Together, we will make our wildest dreams come true We strongly believe that our mission can only be achieved if we also bring happiness to our working environment. We do this by providing a **flexible, multicultural and positive environment** where each individual has the space to grow.

We nurture this happy culture through our **core values**: We are better together - We act like an owner - We genuinely care for our users and customers - We believe in transparency - We never stop learning - Speed wins

Oh And we are also part of the big Tripadvisor family ❤️

With love,

Your future buddies, the Forkies.

**Line Manager Customer Care Iberia**

Are you a strong leader with high organizational and project management skills? Are you strongly Customer-centric? Are you passionate about efficiency and constant improvement for excellent customer service?

**What you will do**:

- Collaborate with HR and other departments to enhance recruitment and onboarding processes.
- Operational tasks, planning and team distribution for optimal service coverage
- Live check on incoming customers requests: prioritization and assignation
- Quality audits
- Coaching & Career development
- 121 meetings to follow up on Specialists performance
- Centralize team needs to align with other departments
- Team Morale and engagement: define tactical incentives and challenges

**Who you are**:
The ideal Customer Care Manager:

- **Spanish and English fluent**:

- **3-4 years of experience in managing a Customer Care Team**:

- Customer Oriented
- Highly empathetic, resilient and organized
- Great communication skills
- Self-motivated
- Autonomous learner
- Strong leader
- Trust-building
- Proactive problem solving mindset
- Team player
- Quality and efficiency focused
- Great coaching skills
- Flexible, adaptable for change

**What w**e offer**:
*** **An awesome team (not everybody like our jokes, but we try our best)

A Permanent contract (that can be useful in life)
- ️ Flexible working environment (2 days home office per week)

Competitive fixed salary, bonus and equity (yes, equity)

Lunch vouchers available for each working day (because yes, we like to try our best restaurants)

International teams - More than 30 nationalities and 16 offices worldwide

️‍ Highly inclusive working environment
- ️ Lifestyle benefits that can be used to reimburse physical, leisure activities, family support, travel etc

Continuous learning and development programs (with full access to LinkedIn Learning)

Free access to the Calm app
- A program dedicated to help you have the best work/life balance

Health insurance fully covered by the company

‍ Life Insurance and Disability at no cost to the employee

Amazing offices with dining, coffee point on each floor, and leisure area

Team building events (we love karaoke. A lot. A lot.)

**_ We believe that we are better together, and at TheFork we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At TheFork, we want you to bring us your unique perspective and experiences, so we can collectively keep disrupting the restaurant industry and go from good to great._**

LI-TM1