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Customer Service Team Lead



Customer Service
Barcelona, Spain
Posted on Friday, October 20, 2023

Wallbox is a global company, dedicated to changing the way the world uses energy in the electric vehicle industry. We create smart charging systems that combine innovative technology with outstanding design and manage the communication between vehicle, grid, building, and charger.

Wallbox offers a complete portfolio of charging and energy management solutions for residential and semi-public use in more than 60 countries and soon will begin commercializing public charging solutions as well.

Founded in 2015, with headquarters in Barcelona and selling already in over 60+ countries, our mission is to facilitate the adoption of electric vehicles today to make more sustainable use of energy tomorrow. Our talent has no borders - we welcome over 700 Wallboxers from over 45 nationalities in Europe, Asia, and the Americas!

Ready to change the world with us?

The Role

As a Customer Service Team Leader you are responsible for the frontend of the call center. You will join an international team and become part of an innovative and forward thinking company.

You will work 40 hours a week with shifts, keep in mind your team will be rotating within the following shift:

Monday – Friday: the shifts change weekly between:

- 08.00 - 17.00

- 09.00 - 18.00

- 11.00 - 20.00

Team Management

  • Conduct weekly 1-2-1 meetings with L1´s to maintain focus and motivation on Customer Service standards and targets
  • Coach and counsel to drive improvements in the team
  • Assist in different projects based on market, products and demand
  • Data reporting (KPIs, Call evaluation, etc,)
  • Anticipate escalations and take over calls/cases when needed
  • Provide internal feedback for continuous improvements.
  • Schedule and distribute tasks and projects within the team
  • Build L1 schedules in order to ensure 24-7 coverage
  • Coach and develop the team to be commercially aware when handling customer calls
  • Be an effective Change Manager
  • Collaborate with People in the recruitment process of new hires
  • Back up other Team Leads or your managers if needed
  • Work close with US office
  • Work closely with the Service Managers

Team support

  • Solve customer cases and issues via info requests, phone calls and emails
  • Manage after sales with customers: repairs, maintenance, warranty claims,...
  • Keep good relationship with your key partners, you will be in direct contact with them
  • Escalate non-solved issues to L2 support & being the bridge with other departments (Engineering, Operations, Quality and Logistics as well as the Sales Team)
  • Assist in different projects based on market, products and demand
  • Devise ways to optimize procedures and keep team motivated
  • Help onboard new L1 employees
  • Experience as a Customer Service Agent
  • Management Experience
  • High level of English
  • Other languages is a plus
  • Have a high affinity to the technology industry
  • Familiarise quickly with the new topics
  • Team player
  • Flexible, start-up mindset and able to rotate shifts, even nights & weekends
  • Solutions driven and ability to provide clear explanation to customers & peers
  • Exceptional listening and analytical skills
  • Solid time management skills
  • Have customer-oriented mind-set and willingness to provide the best experience
  • Experience in Customer Service and/or Digital Industry is a plus
  • Understanding of KPIs
  • Experience in recruitment
  • Networking with other areas and departments
  • Be able to work under pressure
  • 100% company paid individual medical & dental insurance, after 1 month
  • Attractive compensation package
  • Monthly “All Hands” & other team events
  • Brand new canteen with a variety of breakfast and lunch dishes, everyday, for a discounted price
  • Over 45 different nationalities
  • No suits! Unless it’s Carnival or Halloween

Please upload your CV in English

*At Wallbox, we’re committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.