Customer Success Team Leader (M/F/D)

Lyzer; Viseu; Híbrido; EUR 26 000 - 38 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid working model

Company laptop

Private health insurance

Gym membership

Resumo da oferta

Lyzer is seeking a Customer Success professional in Portugal to lead a team, monitor orders, and drive improvements across the retail and e-commerce experience.

You will analyze data, support customers, and coordinate with IT, Product, and Operations to turn insights into executable enhancements.

Qualificações

• 3–5 years of experience in Customer Success, support teams, or customer relations.
• Team management experience preferred.
• Analytical and process-oriented with data skills.
• Clear communication with end customers and retailers.
• Proactive focus on the end customer and outcomes.

Responsabilidades

• Supervise the team monitoring critical orders, delays, and exceptions.
• Support customers with clear, ongoing communication.
• Analyze operational data to spot failure patterns and prevent them.
• Suggest improvements to the consumer experience at order stages.
• Create periodic performance reports and reusable knowledge base.
• Define and optimize response and escalation processes.
• Daily collaboration with IT, Product, and Operations teams.
• Identify platform issues from feedback and craft tickets.
• Contribute to product evolution from operational insights.

Conhecimentos

Customer Success

Data analysis

Communication

Process orientation

Proactivity

Ferramentas

Zendesk

Descrição da oferta de emprego

Descrição do cargo

Your Mission We are looking for someone who is communicative, analytical, and customer-focused, capable of turning challenges into improvements that enhance the retail and e-commerce experience!

Do you want to gain experience in an environment of technology, innovation, and exciting challenges? We have the perfect opportunity for you! Join us and become the voice of the end customer, the link between teams, and the one who turns problems into improvements—and improvements into stories worth telling!

#Growth #CustomerSuccess #Logistics #Management

Your Day-to-Day (Responsibilities)

• Supervise the team responsible for monitoring critical orders, delays, and exceptional situations;
• Support customers, ensuring clear and effective communication and ongoing assistance;
• Analyze operational data to identify patterns of failures and implement preventive actions in a structured manner;
• Propose andimplement improvements to the consumer experience at every stage of the order, reinforcing the value of retailers;
• Create and maintain periodic performance reports and an organized knowledge base, transforming operational learnings into useful and reusable documentation;
• Define and optimize response and escalation processes, ensuring consistency in the service provided;
• Communicatedailywith teams from other departments (IT, Product, and Operations) and coordinate internal needs;
• Identify platformissues based on feedback from the operation or end customer and create well-structured tickets, with clear descriptions, context, and impact;
• Actively contribute to product evolution based on real-world operational insights.

Requirements

• 3–5 years of experience in Customer Success, support teams, or customer relations (mandatory);
• Previous experience in team management (preferred);
• Analytical and process-oriented profile, comfortable with data analysis and process structuring;
• Ability to communicate clearly with end customers and retailer teams;
• Proactivityand an absolute focus on the end customer;
• Excellent Englishwriting skills and an interest in content creation (reports and knowledge base);
• Strong organizational skills, attention to detail, and the ability to create structured tickets;
• Knowledge of the Zendesk platform (plus).

Benefits

• Hybrid working model and flexible working hours
• Company laptop to support your day-to-day work
• Competitive salary, with opportunities for career growth within the company
• Access to technical learning platforms across a wide range of areas to support your professional development
• Wellbeing Program – we promote initiatives that support everyone's health and well-being. Our program includes a variety of activities and partnerships focused on the physical, mental, social, and financial well-being of our people
• Scale-up environment offering a dynamic and collaborative culture, where innovation and entrepreneurship are encouraged
• Celebration Culture that recognizes and celebrates achievements and special moments. At Lyzer, every success is a shared success!
• Birthday off and additional leave days
• Family & Flexibility – we support work-life balance through flexible working hours and value your personal time
• Additional benefits, including private health insurance, gym membership, and education vouchers

We're waiting for you!