Customer Service & Customer Success Team Lead

Hybrid in Madrid·Full-time·Added 8 days ago

Aleph

14 open roles

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Overview

Job details

€48,000 a year
Gross, as stated in the ad.
About €2,860 a month after tax.
Permanent contract
Full-time hours.
Hybrid
Office and home days — the ad has the split.
Blue Card threshold
Indicative — the ad doesn’t promise sponsorship.

Requirements

Work in English
English is required, per the ad.
Be near Madrid for hybrid days
No relocation package mentioned.

Pay & benefits

What you'll get

In line with the EU Pay Transparency Directive, we are committed to fair and open compensation practices. For this role, the minimum gross annual base salary is EUR 48,000. In addition to base salary, this role includes a variable component, paid annually. The final offer will reflect your experience, skills, and the scope of the role.

We care about your individuality by giving you freedom to grow and create within the company, regardless of your position
Learn from the best: Our state of the art workshops guarantee the latest insights into digital advertising
Be part of a company with a truly global footprint, working with leading brands, platforms, and publishers across 90+ markets.
We foster a dynamic environment where creativity, collaboration, and bold ideas are encouraged and celebrated.
Join a diverse, multicultural team that values and embraces different perspectives, experiences, and talents.
At Aleph, your work directly contributes to connecting brands and consumers in meaningful ways, shaping the future of digital advertising.

Requirements

What we're looking for

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, retention, account growth or cross-sell
Experience with customer health frameworks, churn prevention and QBRs is highly desirable
Fluent English; Baltic language, Slovak, German or Slovenian is a strong plus

Nice to have

You bring a track record of success in a similar role, with hands-on experience.
You're not afraid to challenge the status quo and bring fresh, out-of-the-box ideas to the table.
You anticipate challenges before they arise and take initiative to find effective solutions.
You have an eye for detail.
You thrive on teamwork but also bring a driven, goal-oriented spirit.
You're genuinely enthusiastic about advertising, ad-tech, and staying ahead of industry trends.
You have the ability to engage and communicate with internal and external stakeholders in a positive and approachable way.

The role

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 Service & Customer Success 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

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
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

About Aleph

Aleph is a global technology company that provides digital advertising and technology solutions, operating as a partner to platforms like Google, Meta, and others in emerging markets. The company is headquartered in Miami, USA, and has a significant global footprint, with a focus on helping businesses grow through digital advertising and cloud solutions. Aleph's scale is substantial, with operations across multiple continents and a workforce of thousands, making it a key player in the ad-tech and digital transformation space.

In Spain, Aleph has established a presence, likely in Madrid or Barcelona, to support its European operations and client base. The company's work culture emphasizes innovation, collaboration, and a global mindset, making it an attractive option for international professionals looking to work in a dynamic, multicultural environment. With roles spanning IT, SAP consulting, communications, and sales, Aleph offers diverse opportunities for those seeking to relocate to Spain and contribute to a global technology company.

Founded: 2005
Employees: 1,000–5,000
Headquarters: Miami, USA
In Spain: Madrid

Good to know if you are moving

Aleph has a global presence with offices in multiple countries, offering international professionals the chance to work in a multicultural environment.
The company partners with major tech platforms like Google and Meta, providing exposure to cutting-edge digital advertising and cloud technologies.
Spain is a key market for Aleph's European operations, with roles in SAP, operations, and communications that may offer relocation support.
Aleph's Miami headquarters provides a gateway to the Americas, while its Spain presence offers a European base for career growth.

In their own words

About the company & team

Aleph is a place of many cultures, perspectives, and talents. We support each other, creating an environment of giving and receiving. We value partnership and communication because we believe it takes a group of people to achieve great things. We are energized by our ever-changing industry, our curiosity keeps us learning and seeking out new opportunities.

We stay flexible and adaptable, and believe in moving with the speed of change. We encourage everyone to strive for more, providing our internal talent with growth opportunities and the ability to learn together.

All open roles at Aleph