Team Lead, Digital Customer Success Specialist with English and German/ Spanish
CXG Outsourcing is constantly expanding and looking for motivated people to join our partner’s team.
As part of our continued growth, we are building a team in our Sofia office of experienced Customer Success Specialists for one of our clients – a leading global company in Business Spend Management. We are looking for a Team Lead. In this role, you will work with a diverse customer base across the German market, helping customers maximize the value of the platform through product guidance, issue investigation, and cross-functional collaboration.
As the Team Lead of Digital Customer Success, you will architect and lead our scalable customer success strategy across our EMEA and APJ regions. You will manage a high-performing team of Digital Customer Success Managers who support a large, pooled portfolio of customers through a blend of reactive inquiry resolution, proactive data insights, and dynamic self-service content creation.
We are looking for an innovative operational leader and a true AI thought leader. You will not only oversee the day-to-day execution of the team but also pioneer the integration of generative AI and automation into our CS workflows. Your goal is to empower your team to work smarter, scale their impact, and continuously elevate our digital self-service hub.
How You Will Impact:
Coach, mentor, and grow a team of agile Digital CSMs, empowering them to deliver exceptional 1-on-1 guidance while managing a high-volume reactive queue.
Act as the strategic champion for AI adoption within the CS organization. Design and implement new workflows utilizing modern generative AI tools to increase team efficiency, automate insights, and accelerate content creation.
Oversee the team’s analysis of customer inquiry patterns and ensure the team is proactively authoring the right high-impact assets to close customer knowledge gaps.
Analyze macro-level health metrics, usage data, and inbound inquiry trends across the pooled portfolio to optimize queue management and redefine SLAs.
Partner with leadership across Support, Product, Renewals, and Professional Services to share frontline trends, remove systemic roadblocks, and continuously refine the digital customer experience.
What You Will Bring:
5+ years of experience in Customer Success, Customer Support, or SaaS Operations, with at least 2+ years of direct people management experience in a fast-paced technology environment
Professional proficiency in English (C1 level or higher) is required
Professional proficiency (C1 level or higher) in German, Spanish or French is highly preferred
Experience managing teams in high-volume, reactive customer-facing environments (such as Customer Support, Customer Care, or Operations) with a proven ability to improve efficiency and scale workflows
Exceptional leadership and communication skills, with a passion for cultivating a culture of agility, curiosity, and continuous improvement
Demonstrated thought leadership and practical experience integrating generative AI tools (like Gemini) and automation into operational workflows to drive team scale and efficiency
Strategic mindset with the ability to analyze complex data sets, identify overarching customer trends, and translate them into actionable operational strategies and self-service content pipelines
Experience leveraging Customer Success platforms, CRMs, and ticket management systems to manage a large portfolio of accounts
What we offer:
Attractive remuneration
Social Benefits package (Additional healthcare + dental coverage, multisport card fully covered by us, team buildings)
Standard working hours
Hybrid working model – 80% remote
5 additional days of Refreshment Time Off
2 additional days Voluntary Time off
2 additional days of Wellness Time off
1 additional day of Birthday Time off
Special discount card for Eko petrol stations
Fully paid professional training that will give you the knowledge and confidence that you need
Excellent office location with excellent and positive professionals inside
If you feel comfortable with the above-mentioned requirements and want to become part of our team, we would like to speak to you.
Apply now and send us your CV in English.
All documents will be treated in strict confidentiality.
Only short-listed candidates will be contacted.
CXG Outsourcing owns a license issued by the National Employment Agency with №3591 from 26.09.2023.
