Customer Success Lead

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October 23

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Lingokids

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Education • B2C • SaaS

Lingokids is a company dedicated to providing educational opportunities through its playlearning™ app, which is used by over 50 million families worldwide. Based in Madrid, Spain, Lingokids aims to help parents and caretakers raise amazing kids by breaking down educational barriers and creating equal opportunities for children globally. The company offers flexibility with remote work options and a range of employee benefits, including health coverage, language lessons, and professional growth opportunities. Lingokids is committed to fostering a culture of feedback and teamwork, with a focus on remote and hybrid work environments.

51 - 200 employees

📚 Education

👥 B2C

☁️ SaaS

📋 Description

• Lead, mentor, and develop a team of 2+ Customer Success Specialists, fostering a positive, high-performing culture that puts families at the heart of everything we do. • Oversee daily operations and key KPIs (CSAT, NPS, response time, resolution rate, and sentiment), ensuring smooth workflows and consistently excellent service. • Act as the primary advocate for the customer, establishing strong feedback loops and collaborating with Product, Engineering, and Marketing to turn insights into meaningful improvements. • Design and optimize the customer journey, identifying friction points and creating proactive, delightful experiences that build trust and loyalty. • Lead strategic initiatives that deepen engagement and advocacy, from improving ratings and reviews to developing loyalty programs or nurturing our parent community. • Enhance how we communicate with families, from support resources to transactional messages, ensuring every interaction is clear, caring, and aligned with the Lingokids experience. • Leverage data and insights to anticipate customer needs, guiding decisions that enhance satisfaction, retention, and long-term growth. • Support complex or high-priority cases when needed, ensuring we always go the extra mile for our users.

🎯 Requirements

• 5+ years of experience in B2C customer success, ideally with tech products used by customers worldwide. • 3+ years of experience leading a customer support or success team (2+ direct reports). • Analytical and data-driven, with a proactive approach to problem-solving and team development. • Strong background with Zendesk (Support, Explore, Help Center) and workflow automations. • Experience with AI tools such as Netomi or similar platforms. • English is a must: We’re a multicultural team providing a service in English, so while certifications aren’t necessary, fluency is essential. • Clear and effective spoken and written communication — especially in asynchronous, long-form formats.

🏖️ Benefits

• Career Growth: Your growth drives our success! We invest in your development up to €2,000 per year for books and training—so you can keep learning and growing with us. • Remote-Friendly: Work from where you’re most productive—home or our offices in Madrid—anywhere within a 2-hour difference from Spain (GMT+1). • Stock Options: Your contribution matters! You'll receive stock options, giving you the opportunity to own part of the company and share in its success. • Home Office Setup: Create your ideal workspace with a €400 allowance for setup and €35/month for remote work expenses—because comfort fuels creativity! • Meal Allowances: Get €60/month on your Cobee card to enjoy meals at restaurants or food delivery—good food makes everything better! • Flexible Compensation: Manage your meal, transport and childcare expenses easily with Cobee, integrating them directly into your payroll. • Health Insurance: Access private health coverage at exclusive rates through Adeslas, seamlessly deducted from your payroll—quality care made simple. • Language Lessons: Learning never stops! Enjoy free language classes in Spanish and English, to sharpen your skills and stay connected in a global team. • Visa Sponsorship: If you need a visa to work in the EU, we’ll handle the process and cover the costs to make your transition seamless. • Company events: Yes! We’re a fully remote team spread across different countries, but we love getting together from time to time in different corners of Spain, for team gatherings and recharging at our amazing off-sites!