Associate Team Lead, Customer Success

OUR STORY: Every year millions of people are either filing their taxes in fear or giving up on their tax refund altogether. We're working on fixing that. Our intuitive app enables anyone, regardless of education or background, to file their taxes with newfound confidence. Spread across Germany, Spain and the UK, the team at Taxfix Group with its brands Taxfix and Steuerbot, is a compassionate group of solution-finders. We speak our minds openly, and with over 400 professionals, including tax experts, developers, and IT security experts, we're rich in ideas and voices. The group has facilitated more than 3.5 billion euros in tax refunds for its customers since its founding in 2016. YOUR TEAM: In the role of Customer Success Associate Team Lead, you'll work closely with our customers, accountants, and support agents to ensure the highest quality of service while guiding the team through the nuances of tax filing processes. We're looking for a natural leader — someone positive, driven, and eager to make a real impact in a fast-growing fintech environment. We're a lean operations team, which means we value people who lead by example, roll up their sleeves when needed, and are passionate about both great customer experiences and team development. From day one, you'll need to hit the ground running — deepening your knowledge of our platform, our processes, and the tax landscape, while helping your team do the same. WHO WE'RE LOOKING FOR: Are you a customer support professional with experience leading teams? Do you thrive on improving processes, optimizing customer experiences, and making complex topics easy to understand? If so, we want to hear from you. We’re looking for an Associate Team Lead to help our team operate efficiently, provide excellent service, and improve performance. You’ll track KPIs, give feedback that actually makes a difference, and act as a point of contact for customer support agents. YOUR RESPONSIBILITIES: As our Associate Team Lead, you’ll play a pivotal role in elevating the customer support function. Here’s how: - Team Leadership: Coordinate priorities and workload, monitor service performance, and help the team meet agreed service and quality targets. - Support and handle complex cases: Support agents with difficult customer queries and escalations, helping ensure clear, accurate, and customer-focused resolutions. - Performance Management: Keep an eye on key metrics, hold 1:1 meetings with team members, and provide feedback that helps them grow. - Improve processes: Identify recurring friction in workflows, guidance, and response templates; work with relevant teams to implement improvements. - Cross-Team Collaboration: Work closely with our product and marketing teams to bring customer feedback into the bigger picture. - Training & Development: Ensure the team stays sharp by keeping them up to date with the latest tools, processes, and best practices. - Reporting & Insights: Analyze data, track trends, and share insights to continuously improve customer support. - AI Builder: Leverage and help shape AI-powered tools to streamline support workflows, draft smarter response templates, and reduce resolution times — actively contributing to how we build and iterate on AI within the support function. - Retention opportunity: Identify at-risk customers through support interactions and data trends, working proactively to address pain points, reduce churn, and turn frustrating experiences into reasons to stay — making customer support a key driver of retention. YOUR PROFILE: We’re excited to meet someone who: - Communicates clearly and inspires their team to excel. - Is native in Spanish and fluent in English. - Previous experience in customer service, with at least 1-2 years supervising or managing a customer service team. - Experience with support tools (e.g., Zendesk, Intercom etc) and understanding of CRM systems. - Strong analytical skills to track and improve key customer service metrics. - Demonstrates strong problem-solving skills and a proactive with a passion for delivering great customer experiences. - Is based in Madrid. WHY TAXFIX?  - A chance to do meaningful, people-centric work with an international team of passionate professionals. - Holistic well-being with free mental health coaching sessions. - A monthly allowance to spend on an extensive range of services that you can use and roll over as flexibly as you like. - Employee stock options for all employees—because everyone deserves to benefit from the success they help to create. - 30 annual vacation days and flexible working hours. - A generous learning budget to support your personal and professional development and guidance from our internal L&D experts. - Work from abroad for up to six weeks every year. Just align with your team, and then enjoy your trip. - Plenty of opportunities to socialise as a team. In addition to internal meetups, our international team hosts regular get-togethers—virtually and in person when possible. - Free tax declaration filing, of course, through the Taxfix app—and internal support for all personal tax-related questions. - Have a four-legged friend in your life? We’re happy to have dogs join us in the office. Excited? So are we. Check out our Life at Taxfix https://www.linkedin.com/company/taxfix/life/8684512c-424f-44de-8d07-6e6b516e3319/?viewAsMember=true page on LinkedIn to get a glimpse of our culture. At Taxfix, we believe that incredible things happen when you have a wealth of perspectives and experiences. We're proudly committed to equal employment and development opportunities no matter your gender, race, religion, age, sexual orientation, colour, disability, or place of origin. To help mitigate any potential unconscious biases, we ask that you refrain from including your picture, age, or marital status on your CV. Let your experiences speak for themselves. Not sure if you meet all the requirements for this role? Please apply anyway. You might bring something special to the team that we hadn't considered previously.