Team Lead - Product Support

Coverflex; Remoto; EUR 30.000 - 33.000; Tempo pieno

Descrizione del lavoro

A dynamic compensation solutions company is seeking a Team Lead for Product Support to oversee the Customer Support team in Italy. This remote role focuses on operational excellence and process optimization to support growth in the market. The successful candidate will manage a team, drive automation initiatives, and ensure high customer satisfaction metrics. Applicants must have strong people management skills and thrive in a changing environment, making this an exciting opportunity for a proactive leader.

Servizi

Stock Options

Flexible benefits package

Competenze

• Experience managing support teams in a fast-paced environment.
• Ability to drive process improvements and efficiencies.
• Experience with ticketing systems is a plus.

Mansioni

• Lead the Customer Support team for Italy.
• Ensure operational excellence and build scalable processes.
• Drive automation and improve team performance metrics.

Conoscenze

Managing people

Process mindset

Adaptability

Strumenti

Zendesk

HubSpot

Notion

Descrizione del lavoro

Coverflex exists to make compensation work for everyone.
Pay is still rigid, fragmented, and hard to feel.
We turn compensation into choice — one platform, one card, one app — for benefits, meal allowance, insurance and more.

Our platform is simple for HR and meaningful for employees.
We provide choice, smarter compensation tools and empowerment.

⚙️ TL;DR (The Essentials)

Role: Team Lead Product Support
Seniority Level: Senior
Type: Manager
Languages: English (main) & Italian (fluent)
Main Tools: Zendesk, HubSpot, Notion
Location: Remote
Compensation: Base Salary - Our offers are based on the annual salary cost for the company and for this position, we have a budget of 40.000€ to 45.000€.
Translating to everyday language, it would be a total gross package of 30.000€ to 33.000€ and other benefits you can check below.

Equity: Yes – Stock Options under our Equity Incentive Plan

Benefits: You can check them below benefits apply

Contract Type: Permanent

Your role will play a major role in our success because you’ll be leading the Customer Support team for Italy. You’ll ensure operational excellence while building processes, driving automation, and preparing the team to support the market’s projected hypergrowth.

You’ll know you’re successful when, after 90 days, you’ve…

• Completed a smooth training with the current TL and set the foundations for 2026 growth
• Taken full ownership of backlog, volume, and team performance metrics
• Improved workflows and initiated automation-driven efficiencies
• Built strong relationships with Product, Success, and the Italian market squad

How we’ll measure success:

Main KPI 1: CSAT Managers up to 90%

Main KPI 2: CSAT Employees up to 85%

Main KPI 3: NPS Employees - +50

⚡ Reality Check - What Makes This Role Hard

Let’s be real - here’s what makes this role challenging:

You’ll need to lead an operational team while also having a builder’s mindset, not a pure “management-only” profile

You must thrive in ambiguity, proactively creating scalable workflows

You’ll be supporting a market that is fast-moving and soon to be the largest in the company, meaning pressure, growth, and constant evolution

The role requires strong process orientation, data-driven decision-making, and continuous optimisation

Must-haves (evidence, not years)

• Experienced in managing people
• Strong process mindset and ability to share best practices
• Adaptability in a fast-changing environment

Nice-to-have

• Experience in customer support
• Familiarity with ticketing systems
• Resilience: You stay grounded under pressure and adapt quickly to fast-changing contexts
• Analytical Thinking: You base decisions on data, patterns, and evidence — not intuition alone
• Proactivity: You anticipate needs, take initiative, and drive improvements without being prompted
• Cultural Alignment: You naturally embody Coverflex’s values, mindset, and collaborative spirit
• Challenger Mindset: You question assumptions, challenge the status quo, and seek better ways of working
• Structure-Building: You turn ambiguity into clarity by creating scalable processes and frameworks
• Tech & Automation Orientation: You leverage AI, automation, and metrics to boost efficiency, quality, and team performance

You’ll probably find this frustrating if…

• You rely on intuition rather than data
• You prefer maintaining systems rather than building them
• You avoid experimentation or structured process improvement
• You dislike cross-team collaboration, transparency, or ownership
• You resist using automation or AI in daily operations

Meet Your Manager

Hiring Manager: Tadeu Zanardo - Head of Product Support
Location: Spain
LinkedIn Profile: https://www.linkedin.com/in/tadeuzanardo/

Profile Snapshot:

Energy: Upbeat, positive, sweet

Communication: Open and direct

Feedback Style: Gives quarterly structured feedback; values alignment and clarity

How to work with me - in the Manager's own words:

I’m a relaxed, open-minded manager who communicates clearly and listens carefully. Organization and alignment matter to me, and I always provide constructive, honest feedback to help you grow. I value ownership, team spirit, and a positive attitude.

Your Team

You’ll work day‑day with:

Edoardo Celestino,Product Success Specialist, Linkedin Profile

Key Stakeholders:

Customer Success Team

Product Team

Italian Market Team

Team Rituals:

Weekly meeting to review metrics and updates

Participation in Italian team strategy discussions

Strategic cross‑team syncs (Success, Product, Italy)

💜 Access & Belonging (Equal Opportunity)

We hire for impact and potential, not pedigree. We welcome applications from people with non‑linear careers, career breaks, caregiving gaps, and those changing fields.

No discrimination on the basis of age, disability, gender identity/expression, marital or family status, pregnancy, neurodivergence, race/ethnicity, religion/belief, gender, sexual orientation, or any other protected ground.

Assessment fairness: We anchor on evidence of outcomes (what you shipped, moved, or influenced). We actively de‑bias by using structured rubrics, multiple assessors, and blind screening most of the time (we won’t know your name, gender, or personal info until the interview stage).

No cover letter required.
Apply with your LinkedIn or upload your CV.
You may be asked a few short, relevant questions.

🧩 Hiring Stages (What to Expect, Why & How Long)

1. CV / LinkedIn Screen — Signal check vs must-haves
• Done by People + Hiring Manager.
• You’ll hear from us within 7 business days.

2. Role‑Fit Questionnaire (async)
Purpose: capture signals your CV can’t (languages, tools, scenario judgement) and calibrate seniority.
Format: short answers.
Accessibility: prefer a call? Tell us - we’ll swap for a short chat.

3. People Interview - Mutual fit & context • 45 min
With People. Covers role scope, salary, location, and timeline.

4. Hiring Manager Interview - Product knowledge • 30 min
Get to know each other and show our product.

5. Case Study - Show how you think • 1 week maximum
We assess clarity, decision quality, stakeholder thinking, and ethics.

7. Case Review & Team Chat - Walkthrough + Q&A • 45 min
You’ll get actionable feedback either way.

8. Final Conversation (CEO / C‑Level) — Values, strategy, and your growth • 30 min

Optional: References (2–3 people who’ve seen your recent work) - async.

We use a few tools to reduce bias and improve documentation, not to make hiring decisions.

Teamtailor anonymisation: profiles are reviewed without relying on names/personal identifiers.

Meeting recorder (e.g., Talka.ai): may be used to capture interviews so we can focus on the conversation.

ChatGPT: may be used to turn interview notes/transcripts into clear, structured summaries.

Important: every application is reviewed by a human, and no decision or rejection is made by AI. If recording is used, we’ll be transparent and (where required) ask for consent.

Decision: within 4 weeks of your application.

Updates: weekly if the process runs longer.

Feedback: from the Case stage onwards, you’ll always receive written or verbal feedback - what went well, and what to strengthen next time.