Associate Team Lead, Customer Success

In the role of Customer Success Associate Team Lead, you'll work closely with our customers, accountants, and support agents to ensure the highest quality of service while guiding the team through the nuances of tax filing processes. We're looking for a natural leader in a fast-growing fintech environment.

Responsibilities

Coordinate priorities and workload, monitor service performance, and help the team meet agreed service and quality targets; Support agents with difficult customer queries and escalations, helping ensure clear, accurate, and customer-focused resolutions; Keep an eye on key metrics, hold 1:1 meetings with team members, and provide feedback that helps them grow; Identify recurring friction in workflows, guidance, and response templates; work with relevant teams to implement improvements; Work closely with product and marketing teams to bring customer feedback into the bigger picture; Ensure the team stays sharp by keeping them up to date with the latest tools, processes, and best practices; Analyze data, track trends, and share insights to continuously improve customer support; Leverage and help shape AI-powered tools to streamline support workflows, draft smarter response templates, and reduce resolution times; Identify at-risk customers through support interactions and data trends, working proactively to address pain points, reduce churn, and turn frustrating experiences into reasons to stay

Requirements

Communicates clearly and inspires their team to excel; Native in Spanish and fluent in English; Previous experience in customer service, with at least 1-2 years supervising or managing a customer service team; Experience with support tools (e.g., Zendesk, Intercom etc) and understanding of CRM systems; Strong analytical skills to track and improve key customer service metrics; Demonstrates strong problem-solving skills and a proactive with a passion for delivering great customer experiences; Is based in Madrid

Benefits

Holistic well-being with free mental health coaching sessions; Monthly allowance to spend on an extensive range of services that can be used and rolled over flexibly; Employee stock options for all employees; 30 annual vacation days and flexible working hours; Generous learning budget and guidance from internal L&D experts; Work from abroad for up to six weeks every year; Regular team get-togethers, virtually and in person when possible; Free tax declaration filing through the Taxfix app and internal support for personal tax-related questions; Dogs welcome in the office