Customer Success Team Lead

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 cross-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 high-impact or edge-case issues, coordinating when needed with the Head of Operations, senior leadership, Product, or Tech.
- Ensure a consistently high-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, goal-setting, and development conversations.
- Promote good habits around ownership, documentation, and follow-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, bank, startup, or regulated environment).
- Experience taking on informal or formal leadership responsibilities (mentoring, onboarding, project ownership, team coordination).
- Fluent in Portuguese and English (Spanish is a strong plus).
- Strong written and verbal communication skills.
- Empathetic, calm, and confident when dealing with unhappy or frustrated customers.
- Highly organized, with a strong sense of ownership and follow-through.
- Comfortable juggling hands-on work with coordination, reporting, and planning.
- Curious and proactive — you don't just solve problems, you look for patterns and improvements.
- Comfortable using data, tools, and new technologies to work smarter.

Bonus points if you have:

- Experience in fintech, finance, or impact-driven organizations.
- Familiarity with customer support tools (e.g. Zendesk, HubSpot).
- Experience working closely with product or tech teams.
- Basic understanding of financial products, compliance, or fraud prevention.
- Experience in fast-growing or changing team environments.
- Hands-on experience using AI tools (e.g. for ticket drafting, categorization, analysis, reporting, or workflow automation) and a thoughtful approach to applying them in Customer Success.

What We Offer

- A key role in shaping Customer Success at a mission-driven fintech.
- Real ownership and impact on how the team operates and grows.
- A collaborative, international, and English-first work environment.
- Hybrid work setup, with access to our Lisbon office (Bairro Azul).
- Participation in quarterly team meetings in Lisbon and our yearly offsite.
- Total compensation package ranging from €22,000 to €25,000 gross per year, depending on experience and seniority.
- The opportunity to be part of Goparity's stock options program, after one year tenure and based on results.
- A supportive team that values autonomy, trust, and continuous improvement.

The Hiring Process

- Short screening interview (~15 min)
- Practical case study/challenge
- Interview with Head of Operations (~45 min)
- Final interview with our leadership team

How to Apply

Apply through LinkedIn or send your CV to hello@goparity.com.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

We are an equal opportunities employer and do not discriminate based on gender, race, color, religion, sex, pregnancy, national origin, age or ability. We want every colleague to feel included and able to perform their work with independence and well-being.

We are open to accommodate accessibility requests and if you need support in the recruitment process, please get in touch with us at hello@goparity.com