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Taxfix is a fintech company that has helped millions of people file taxes confidently and claim refunds. Operating across Germany, Spain, and the UK with over 400 professionals, the company has facilitated more than €3.5 billion in tax refunds since 2016.
As Associate Team Lead for Customer Success, you will lead a lean customer support team while maintaining hands-on involvement in complex customer cases. You'll be responsible for team coordination, performance management, and process improvement in a fast-growing fintech environment.
Key responsibilities include:
- Coordinating team priorities and workload while monitoring service performance against agreed targets
- Supporting agents with difficult customer queries and escalations to ensure clear, accurate resolutions
- Conducting 1:1 meetings, providing developmental feedback, and tracking KPIs
- Identifying workflow friction and collaborating with product and marketing teams to implement improvements
- Keeping the team current on tools, processes, and best practices
- Analyzing support data and sharing insights to drive continuous improvement
- Leveraging AI-powered tools to streamline workflows and reduce resolution times
- Identifying at-risk customers through support interactions and proactively addressing pain points to reduce churn
The role requires someone who leads by example, rolls up their sleeves when needed, and is passionate about both customer experience and team development. You'll need to hit the ground running, deepening your knowledge of the platform, tax filing processes, and helping your team do the same.
Taxfix offers 30 annual vacation days, flexible working hours, employee stock options, a generous learning budget, free mental health coaching, a monthly allowance for services, the ability to work abroad for up to six weeks annually, and free tax filing through the Taxfix app.
REQUIREMENTS:
- Native Spanish speaker, fluent in English
- 1-2 years of experience supervising or managing a customer service team
- Previous experience in customer service
- Experience with support tools (e.g., Zendesk, Intercom) and understanding of CRM systems
- Strong analytical skills to track and improve customer service metrics
- Strong problem-solving skills and proactive approach with passion for delivering great customer experiences
- Based in Madrid
