Customer Success Team Lead

taxfix.com; Madrid; On-site; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Stock options

Flexible hours

Vacation days

Learning budget

Mental health coaching

Dog-friendly office

Work from abroad up to six weeks

Job summary

Taxfix is looking for an Associate Team Lead to guide the Madrid-based customer support team, driving service quality and operational efficiency. You will oversee workload priorities, coach agents, and collaborate with product and marketing to incorporate feedback into the customer journey.

Responsibilities include handling complex cases, monitoring KPIs, and continuous process improvements, with a focus on retention and excellent customer experiences.

Qualifications

• Native Spanish and fluent English.
• 1-2 years supervising or managing a customer service team.
• Experience with support tools (Zendesk, Intercom) and CRM systems.
• Strong analytical skills to track and improve key customer service metrics.
• Proactive with a passion for delivering great customer experiences.

Responsibilities

• Lead the customer support team by coordinating priorities and workloads to meet service and quality targets.
• Support agents with complex queries and escalations to ensure clear, accurate resolutions.
• Manage performance with regular 1:1s and constructive feedback for growth.
• Identify and implement process improvements in workflows and response templates.
• Collaborate with product and marketing teams to incorporate customer feedback at scale.
• Provide training and development to keep the team up to date with tools and processes.
• Analyze data, track trends, and share insights to improve CS metrics.
• Leverage AI-powered tools to streamline support workflows and reduce resolution times.
• Identify at-risk customers and drive retention through proactive engagement.

Skills

Team leadership

Customer service

Analytical skills

Problem solving

English proficiency

Spanish native

Tools

Zendesk

Intercom

CRM systems

Job description

Taxfix is looking for an Associate Team Lead to guide the Madrid-based customer support team, driving service quality and operational efficiency. You will oversee workload priorities, coach agents, and collaborate with product and marketing to incorporate feedback into the customer journey.

Responsibilities include handling complex cases, monitoring KPIs, and continuous process improvements, with a focus on retention and excellent customer experiences.