Customer Service & Customer Success Team Lead
Core
Lead post-sale customer relationships, retention, and growth for a global card issuing and embedded finance solution, blending hands-on customer service leadership with strategic account management.
Role type
Senior Customer Success & Customer Service Team Lead
Builds
Card issuing, FX, payments, and working capital solutions for global clients
Domain
Fintech / Payments / Embedded Finance
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer Success, Customer Service, Account Management, Card issuing, FX, Payments, Card acquiring, E-commerce, Issuer/Processor partnerships, Commercial mindset, Churn prevention, QBRs
Preferred skills
Customer health frameworks, Baltic language, Slovak, Slovenian
Technologies
Chatbot, Client dashboard
Responsibilities
Own ongoing customer relationships and lead Quarterly Business Reviews (QBRs), Monitor customer health indicators including adoption and spend, Manage retention and churn recovery, Identify cross-sell and expansion opportunities, Lead L1 Customer Service function and oversee onboarding, Manage L1/L2/L3 escalation framework with financial partners
Seniority
Senior, hands-on IC