BR Customer Success Team Lead – Spanish and English

About the role

The purpose of this role is to lead a high-performing Customer Success team, ensure operational excellence, and champion best-in-class customer experiences. You’ll manage team workflows, mentor associates, and serve as the escalation point for high-priority issues, while also working cross-functionally to improve our product and processes.

What you'll be doing

Primary Responsibilities

• Lead and manage the Customer Success team, setting performance expectations and KPIs.
• Monitor daily operations and ensure timely resolution of customer queries, complaints, and escalations.
• Provide coaching, support, and regular feedback to team members to help them grow and excel.
• Collaborate with international counterparts to ensure consistent service quality across regions.
• Analyse team performance data and generate insi...