© Lyzer 2024. All rights reserved.
Customer Success Team Leader (M/F/D)
We are looking for someone who is communicative, analytical, and focused on the end customer, capable of turning challenges into improvements that enhance the retail and e-commerce experience.
Your Mission
Do you want to gain experience in an environment of technology, innovation, and challenges? We have the ideal opportunity for you! Join us and you will be the voice of the end customer, the link between teams, and the one who transforms problems into improvements – and improvements into stories to tell!
Customer Success
Logistics
Growth
Lisbon (Hybrid)
Full-time
At Lyzer, we empower retailers and e-commerce businesses with innovative technological solutions, driving operational excellence and growth in a dynamic market. Our mission is to revolutionize the industry landscape, delivering unprecedented efficiency and exceptional customer experiences.
Your Day-to-Day
- Supervise the team responsible for monitoring critical orders, delays, and exceptional situations;
- Support customers, ensuring clear and effective communication and ongoing assistance;
- Analyze operational data to identify patterns of failures and implement preventive actions in a structured manner;
- Propose and implement improvements to the consumer experience at every stage of the order, reinforcing the value of retailers;
- Create and maintain periodic performance reports and an organized knowledge base, transforming operational learnings into useful and reusable documentation;
- Define and optimize response and escalation processes, ensuring consistency in the service provided;
- Communicate daily with teams from other departments (IT, Product, and Operations) and coordinate internal needs;
- Identify platform issues based on feedback from the operation or end customer and create well-structured tickets, with clear descriptions, context, and impact;
- Actively contribute to product evolution based on real-world operational insights.
Requirements
- 3–5 years of experience in Customer Success, support teams, or customer relations (mandatory);
- Previous experience in team management (preferred);
- Analytical and process-oriented profile, comfortable with data analysis and process structuring;
- Ability to communicate clearly with end customers and retailer teams;
- Proactivity and an absolute focus on the end customer;
- Excellent English writing skills and an interest in content creation (reports and knowledge base);
- Strong organizational skills, attention to detail, and the ability to create structured tickets;
- Knowledge of the Zendesk platform (plus).
Perks/Benefits
🍽️ Meal allowance card(x12 months)
🕰️ Remote work model and flexible schedule
💻 Computer to facilitate your work
💳 Competitive salary with fixed and variable income, allowing the individual to grow with the company
📚 Access to technical training platforms in different areas to support your professional development
🌿Wellbeing Program -We promote activities that take care of everyone’s health. Our program includes different activities and partnerships and benefits dedicated to promoting the well-being of our people (physical, mental, social and financial)
🚀 Scaleup environment offering you a dynamic and collaborative culture where innovation and entrepreneurship are encouraged
🎉Celebration Culture that value and celebrate achievements and special moments. At Lyzer, every win is a shared win!
🎁Birthday off and Additional Leave
👨👩👧👦Family& Flexibility - we support work-life balance with flexible hours and care for your personal time
🏥 Other fringe benefits such as health insurance, gym or school-vouchers.
Apply now!
We are waiting for you!
Don't miss a chance to become a Lyzer!