Madrid-Based Customer Success Team Lead

Taxfix; Madrid; On-site; EUR 42,000 - 58,000; Full time

Benefits offered by this job

Mental health coaching

Flexible monthly allowance

Employee stock options

30 vacation days

Learning budget

Work from abroad for six weeks

Team social events

Free tax filing via Taxfix

Dogs in the office

Job summary

Taxfix in Madrid is seeking an Associate Team Lead for Customer Support to guide a team of agents, manage escalations, and drive service quality while aligning with product and marketing.

The role emphasizes KPI tracking, feedback, training, and implementing process improvements; you’ll leverage AI tools to streamline workflows and reduce resolution times. Spanish native with English fluency and 1–2 years supervisory experience are desired.

Qualifications

• Experience leading customer support teams.
• Strong communication and coaching skills.
• Track record of improving support processes and KPIs.

Responsibilities

• Team Leadership: coordinate priorities, monitor performance, meet service targets.
• Handle complex cases and provide clear resolutions.
• Performance Management: conduct 1:1s and provide growth feedback.
• Improve processes: identify friction and drive improvements.
• Cross-Team Collaboration: work with product and marketing to feedback insights.
• Training & Development: keep team up to date with tools and best practices.
• Reporting & Insights: analyze data and share trends for improvement.
• AI Builder: help shape AI tools to streamline support workflows.
• Retention focus: identify at-risk customers and reduce churn.

Skills

Team leadership

Customer service

Communication

Analytical skills

Problem-solving

Tools

Zendesk

Intercom

CRM systems

Job description

Taxfix in Madrid is seeking an Associate Team Lead for Customer Support to guide a team of agents, manage escalations, and drive service quality while aligning with product and marketing.

The role emphasizes KPI tracking, feedback, training, and implementing process improvements; you’ll leverage AI tools to streamline workflows and reduce resolution times. Spanish native with English fluency and 1–2 years supervisory experience are desired.