Level: Manager
Work model: Full-time and hybrid.
Employment type: Indefinite contract.
Start Date: October - Novemver 2025.
Location: Barcelona, Spain.


bsport is looking for its future Care & Support Manager. If you're excited about joining a fast-paced, mission-driven startup and want to shape the future of wellness tech, this opportunity is for you!

At bsport, we're revolutionizing the Wellness Industry with an all-in-one platform that combines boutique fitness and advanced technology.Our platform simplifies everything from bookings and payroll to marketing and operations.

Since our launch in 2019, we've experienced rapid growth:

- We’ve built a community of 7+ million users
- In December 2024 we have finalised the biggest Series B (€30 million)
- A global team of 190 employees

About the role:

As Care & Support Manager, you will lead a team of 10 specialists dedicated to delivering top-quality support for our clients. You will oversee the full spectrum of client support operations — from managing inbound requests to ensuring fast and efficient resolution of billing issues, bug triage, and escalations.

Your leadership will be key in scaling our Care team, maintaining high client satisfaction, and building a culture of accountability and continuous improvement.

What will be your impact:

• Client Support Operations
  • Oversee all inbound client requests mainly through chat and email.
  • Ensure timely and professional responses, maintaining high CSAT scores.
• Billing & Financial Requests
  • Manage and resolve client billing inquiries in collaboration with the billing team.
• Bug Triage & Escalation
  • Oversee intake of bug reports from clients, ensure proper triage, and coordinate escalation to CQA teams.
  • Build and improve processes for tracking, prioritisation, and follow-up.
• Team Leadership
  • Lead, coach, and develop a team of 6 Care Specialists.
  • Implement KPIs, monitor performance, and ensure continuous learning.
  • Create a positive, collaborative, and high-performance culture.
• Tools & Process Optimisation
  • Drive improvements in workflows to increase efficiency and reduce resolution time.
  • Leverage tools like Intercom (proficiency is a plus) to manage conversations at scale.

You would be great fit if you have:

• Proven experience managing customer support or care teams in a SaaS or tech environment.
• Strong leadership and people-management skills, ideally leading a team of 8–12.
• Excellent communication skills, both written and verbal.
• Solid organisational skills, with a focus on process and operational excellence.
• Experience in billing-related queries and/or technical support escalation.
• Proficiency in Intercom (or similar tools) is a strong plus.
• Ability to remain calm and structured under pressure, ensuring clarity in high-volume or escalation scenarios.

What We Offer
🌅 Vibrant office in Passatge St. Joan, Barcelona
🏠 Hybrid work, with 2 remote day per week.
🌎 Work from anywhere – Travel & work remotely for up to 15 days 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:

• Introduction Call with Charlotte, Talent Acquisition (15-30min)
• Cultural Fit Interview with François, a team member (30min)
• Skills and Expertise Interview with Taninna, a CSM manager (30min)
• Business Case to showcase your problem-solving to work on at your own pace.
• Case presentation with Kevin Head of CSM & OPS (1 hour)
• Final conversation with Zakaria, our CEO (30 min)
  

Please provide your CV in English.

We believe diversity makes us stronger and are committed to creating an inclusive workplace where everyone can do their best work.

If you require accommodations during the application or interview process, please inform us.

See you 👋🏼