Job Overview
Join to apply for the Customer Success Lead role at Lingokids
Lingokids is on a mission to help families raise amazing kids through Playlearning™. We are a integral leader in educational technology, helping over 185 million families worldwide. Our award‑winning app, shows, podcasts, and music publishing are built in a safe, ad‑free environment and supported by top education experts and Oxford Press University.
Responsibilities
- Lead, mentor, and develop a team of 2+ Customer Success Specialists, fostering a positive, high‑performing culture that puts families at the heart of everything we do.
- Oversee daily operations and key KPIs (CSAT, NPS, response time, resolution rate, and sentiment), ensuring smooth workflows and consistently excellent service.
- Act as the primary advocate for the customer, establishing strong feedback loops and collaborating with Product, Engineering, and Marketing to turn insights into meaningful improvements.
- Design and optimize the customer journey, identifying friction points and creating proactive, delightful experiences that build trust and loyalty.
- Lead strategic initiatives that deepen engagement and advocacy, from improving ratings and reviews to developing loyalty programs or nurturing our parent community.
- Enhance how we communicate with families, from support resources to transactional messages, ensuring every interaction is clear, caring, and aligned with the Lingokids experience.
- Leverage data and insights to anticipate customer needs, guiding decisions that enhance satisfaction, retention, and long‑term growth.
- Support complex or high‑priority cases when needed, ensuring we always go the extra mile for our users.
Qualifications
- 5+ years of experience in B2C customer success, ideally with tech products used by customers worldwide.
- 3+ years of experience leading a customer support or success team (2+ direct reports).
- Analytical and data‑driven, with a proactive approach to problem‑solving and team development.
- Strong background with Zendesk (Support, Explore, Help Center) and workflow automations.
- Experience with AI tools such as Netomi or similar platforms.
Skills & Requirements
English is a must : We’re a multicultural team providing a service in English. Fluency is essential for clear and effective spoken and written communication.
Benefits
- Career growth: Up to €2,000 per year for books and training.
- Remote‑friendly: Work from home or our offices in Madrid, within a 2‑hour difference from Spain (GMT+1).
- Stock options: Opportunity to own part of the company.
- Home office setup: €400 allowance and €35/month for remote work expenses.
- Meal allowance: €60/month on a Cobee card.
- Flexible compensation: Manage meal, transport and childcare expenses with Cobee.
- Health insurance: Private coverage through Adeslas, deducted from payroll.
- Language lessons: Free Spanish and English classes.
- Visa sponsorship: Covers costs for EU work visas.
- Company events: Remote team gatherings in Spain.
Diversity, Equity, and Inclusion
At Lingokids, diversity isn’t just a checkbox—it’s at the heart of everything we do. We celebrate differences and create a space where everyone feels valued, heard, and empowered to be their authentic selves.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Customer Service
Industries
E‑Learning Providers
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