Customer Success Associate Team Lead (Fintech)

Location: Madrid, Spain; candidates must be based in Madrid.

Company

hirify.global Group develops tax-filing products that help customers complete their tax declarations and access their refunds with greater confidence.

What you will do

• Coordinate team priorities and workload while monitoring service quality and performance targets.
• Support agents with complex customer queries and escalations, ensuring clear and accurate resolutions.
• Track KPIs, conduct 1:1 meetings, and provide actionable performance feedback.
• Identify workflow and guidance issues and collaborate with product and marketing teams on improvements.
• Analyze support data and trends, keeping the team updated on tools, processes, and best practices.
• Help build AI-powered support tools and identify retention opportunities to reduce churn.

Requirements

• Native Spanish and fluent English communication skills.
• Previous customer service experience, including 1–2 years supervising or managing a customer service team.
• Experience with support tools such as Zendesk or Intercom and an understanding of CRM systems.
• Strong analytical, problem-solving, communication, and team leadership skills.
• Must be based in Madrid.

Culture & Benefits

• Meaningful people-centric work with an international team.
• Free mental health coaching sessions and a flexible monthly benefits allowance.
• Employee stock options, 30 annual vacation days, and flexible working hours.
• Learning budget and guidance from internal learning and development experts.
• Ability to work from abroad for up to six weeks per year with team alignment.
• Team meetups, free tax declaration filing, and a dog-friendly office.