Team Lead, Customer Strategy & Operations (d/f/m)

Berlin - Customer Success

Our story:


Every year millions of people are either filing their taxes in fear or giving up on their tax refund altogether. We're working on fixing that. Our intuitive app enables anyone, regardless of education or background, to file their taxes with newfound confidence.

Spread across Berlin and Madrid, Team Taxfix is a compassionate group of solution-finders. We speak our minds openly, and with 400+ professionals from 45+ different nationalities, we're rich in ideas and voices. In five years, we've raised over 100 million euros in funding and helped people reclaim more than one billion euros.

 

Your challenge: 

 

In this new role of Team Lead, Customer Strategy & Operations (m/f/d) you will lead our new Customer Strategy & Operations team within the Customer Success Department, reporting directly to the VP of Customer Success and working closely with stakeholders and senior leaders from across the company. The Customer Success Department is on a mission to help customers overcome barriers so they can confidently complete their Taxfix journey with minimal effort. This highly strategic role will drive forward high-impact projects to enable Taxfix to improve the way we serve our customers, and establish a center of project management expertise within one of Taxfix’s largest departments.



Your responsibilities: 

  • Regularly analyze the market for state-of-the-art customer experience tooling and processes and implement those at Taxfix.
  • Independently structure, manage, and deliver strategic projects to enable the Customer Success department to better serve our customers and operate more efficiently. For example:
    - Develop variable staffing strategy to enable cost efficiency in a highly seasonal, uncertain business in multiple markets
    - Analyze ticket routing process and tooling; develop ticket automation system to increase team efficiency
    - Build a robust user self-service roadmap in partnership with Product, Marketing, and Content to eliminate non-value-add customer contacts
  • Serve as a project management expert within the department; Formally and informally coach others in the department to build project management skills.
  • Directly manage and develop 1-3 project managers; potential to manage a larger team by the end of the year.
  • Serve as a thought partner and leader within the Customer Success department to push us to think bigger and better to serve our customers and improve.

 

Your profile: 

  • You have 5+ years experience managing projects within a scale-up, as a management consultant, or in a strategic/project management role in a corporate environment.
  • You are an analytical and conceptual thinker that has an aptitude for structuring, planning and executing complex projects.
  • You are a talented communicator who can manage a diverse set of stakeholders with competing priorities.
  • You are keen to take ownership and to execute diligently and effectively.
  • You have experience coaching and developing others.
  • You thrive in a fast paced, dynamic environment.
  • Your English is flawless (written and spoken), fluency in other languages is a plus!

 

Why Taxfix? 

 

  • A chance to do meaningful, people-centric work with an international team of passionate professionals.
  • Holistic wellbeing with free mental health coaching sessions, yoga, and a discounted membership to Urban Sports Club.
  • A monthly allowance to spend on home support services, including childcare, housekeeping, pet sitting, tutoring, and elderly care.
  • Employee stock options for all employees—because everyone deserves to benefit from the success they help to create.
  • Dedicated relocation and visa support for those that need it.
  • 30 annual vacation days and flexible working hours.
  • Full trust to take ownership of your work in a flat hierarchy where feedback is encouraged and expected.
  • A generous learning budget to support your personal and professional development and guidance from our internal L&D experts.
  • Work from abroad for up to six weeks every year. Just align with your team, and then enjoy your trip.
  • Plenty of opportunities to socialise as a team. In addition to internal meetups, our international team hosts regular get-togethers—virtually and in person when possible.
  • Free tax declaration filing, of course, through the Taxfix app—and internal support for all personal tax-related questions.
  • Have a four-legged friend in your life? We’re happy to have dogs join us in the office.


Excited? So are we. Learn more about
Team Taxfix on our blog and get a glimpse of our culture below:

 

At Taxfix, we believe that incredible things happen when you have a wealth of perspectives and experiences. We're proudly committed to equal employment and development opportunities no matter your gender, race, religion, age, sexual orientation, colour, disability, or place of origin. To help mitigate any potential unconscious biases, we ask that you refrain from including your picture, age, or marital status on your CV. Let your experiences speak for themselves.

Not sure if you meet all the requirements for this role? Please apply anyways. You might bring something special to the team that we hadn't previously considered.