Customer Success Team Lead

Customer Success Team Lead
Setúbal
Setúbal, Setubal, Portugal

ABOUT GOPARITY

Goparity is an impact finance platform that connects companies looking for funding for sustainable projects with people and organizations who want to invest with purpose.

Since 2017, we’ve financed ~55M€ in sustainable projects and built a growing international community of investors. Our mission is to democratize finance — for people and for the planet.

We’re looking for thoughtful, proactive people who care deeply about customer experience and want to help us scale a strong, human-centered Customer Success function , leveraging the right tools and technologies, including AI, to work more efficiently without losing empathy or quality.

The Role

As Customer Success Team Lead , you’ll play a key role in shaping and leading our Customer Success operations.

You’ll combine hands-on customer support with team leadership, process ownership, and
- team collaboration , acting as a central point of coordination between Customer Success, Operations, Product, and Tech.

This role is ideal for someone who enjoys coaching others, improving processes and procedures , and still staying close to customers and real problems — while helping the team leverage tools (including AI) to increase efficiency, consistency, and impact.

What You’ll Do

Customer Success & Operations:

• Handle complex and sensitive investor cases across email, chat, and phone.
• Act as an escalation point for
  - impact or
  - case issues, coordinating when needed with the Head of Operations, senior leadership, Product, or Tech.
• Ensure a consistently
  - quality, empathetic, and efficient customer experience.
• Monitor and report on ticket queues, SLAs, CSAT, and workload distribution, ensuring visibility and healthy prioritization.
• Use data and insights to anticipate risks, peaks in volume, and areas for improvement.

Team Leadership:

• Support, mentor, and onboard Customer Success team members.
• Help the team prioritize work, manage peaks in volume, and balance quality with efficiency.
• Foster strong communication, collaboration, motivation, and psychological safety within the team.
• Contribute to performance feedback,
  - setting, and development conversations.
• Promote good habits around ownership, documentation, and
  - through.

Process, Improvement & Tooling:

• Identify recurring issues and opportunities to improve workflows, procedures, tools, and customer communications.
• Maintain and continuously improve FAQs, internal documentation, and knowledge bases.
• Work closely with Product, Tech, and Operations to report issues, clarify requirements, and follow up on fixes and improvements.
• Structure, own, and report on CS-related projects and initiatives.
• Actively explore and leverage AI and automation tools to improve productivity, consistency, and response quality — while keeping the customer experience human and empathetic.

ABOUT YOU

• 3+ years of experience in Customer Success, Customer Support, or Operations (ideally in a fintech,