Customer Service & Customer Success Team Lead at Aleph in Madrid

Job description

Are you ready to join our digital revolution journey? At Aleph, we’re not just part of the digital advertising landscape—we’re shaping its future. Representing the world’s leading platforms, including TikTok, Amazon, Google, and nearly 55 others, we operate in 130+ markets across new and existing geographies. Our mission is to empower advertisers and brands to unlock the full potential of these platforms' advertising capabilities. By fostering long-lasting partnerships, we create limitless opportunities for people and businesses to advertise effectively at both local and global levels. With a presence spanning continents, Aleph offers you the chance to be part of a fast-growing, innovative team where your work makes a direct impact. If you’re ambitious, forward-thinking, and eager to thrive in a dynamic, global environment, Aleph is the perfect place to build your career. We are looking for a Customer Experience Team Lead to support our Team in Madrid! You'll own the entire post-sale journey for a global card issuing and embedded finance solution, from the first day a customer goes live to how their relationship grows over time. It's a role that blends hands-on Customer Service leadership with real Customer Success accountability: you'll be the person who spots a churn risk before it becomes a lost account, and the one who turns steady usage into expansion. Reporting to the Senior Product Manager & Product Sales Lead, you'll sit at the center of the customer experience for a proposition spanning card issuing, FX, payments and working capital. What is AlephPay? AlephPay is the business card built for digital advertising and designed to become your primary card for all business spend. It combines flexible credit, reliable payments, spend control, and rewards in one solution, covering everything from media spend to everyday expenses, so your campaigns keep running without interruption. You can create dedicated virtual cards for clients, campaigns, teams, or other business needs while keeping full visibility and control over company spending. AlephPay also simplifies expense management and reconciliation, making it easier for finance teams to manage all business spend in one place. And because it's built around advertising, AlephPay rewards the way you already spend: eligible ad spend earns media rewards you can reinvest into your campaigns, while everyday business purchases unlock additional benefits that help your business grow. What You’ll Do Customer Success, Retention & Growth • Own ongoing customer relationships following implementation and onboarding, and lead QBRs with key customers • Monitor customer health indicators including adoption, spend, utilisation, service trends and engagement • Own retention and churn management, identifying at-risk accounts early and coordinating recovery actions • Monitor agreed spend volumes and work with customers and Sales to close utilisation gaps • Identify cross-sell and expansion opportunities across card issuing, FX, payments, working capital and related embedded finance solutions • Partner closely with Sales on account development, retention and growth Customer Service & Escalation Leadership • Lead the L1 Customer Service function, staying hands-on during launch and scale-up • Oversee onboarding, product education and day-to-day customer support • Own the human-assisted support model for chatbot/client-dashboard cases requiring human intervention • Manage the L1/L2/L3 escalation framework with financial partners and internal stakeholders • Monitor customer satisfaction, response/resolution times, retention, churn, adoption and spend growth What You Need For This Role • Customer Success, Customer Service or Account Management experience within payments, fintech or financial services • Strong knowledge of card issuing, FX, payments, card acquiring and/or e-commerce • Experience with issuers, processors or other financial partners • Commercial mindset with experience driving adoption,