Associate Team Lead, Customer Success

The role

You will lead a customer support team by coordinating workloads, monitoring service performance, and managing team development. You will also handle complex customer cases and work to improve support processes and AI-powered tools.

What you will do

• Coordinate priorities and workload
• Monitor service performance and help the team meet service and quality targets
• Support agents with difficult customer queries and escalations
• Hold 1:1 meetings and provide feedback to team members
• Identify recurring friction in workflows and implement improvements
• Work with product and marketing teams to bring customer feedback into the bigger picture
• Keep the team up to date with tools, processes, and best practices
• Analyze data, track trends, and share insights
• Leverage and help shape AI-powered tools to streamline workflows
• Identify at-risk customers to reduce churn

Required qualifications

• Native in Spanish
• Fluent in English
• At least 1-2 years supervising or managing a customer service team
• Experience with support tools (e.g., Zendesk, Intercom etc)
• Understanding of CRM systems
• Strong analytical skills to track and improve key customer service metrics
• Strong problem-solving skills
• Based in Madrid

Benefits

• Free mental health coaching sessions
• Monthly allowance for an extensive range of services
• Employee stock options
• 30 annual vacation days
• Flexible working hours
• Learning budget
• Work from abroad for up to six weeks every year
• Internal meetups and regular get-togethers
• Free tax declaration filing through the Taxfix app
• Internal support for personal tax-related questions
• Dogs allowed in the office

About the company

Taxfix Group includes brands Taxfix and Steuerbot. The team consists of over 400 professionals across Germany, Spain and the UK.