Team Lead - Retention

📋 Description

• Act as operational right-hand to Head of Customer Success
• Directly handle high-risk accounts and complex client cases (calls, emails, SMS)
• Lead and coach retention team (scaling to ~10 agents)
• Structure workload across 7 markets by country/language
• Monitor churn, reactivation, satisfaction; adjust actions
• Ensure QA and consistent tone across countries

🎯 Requirements

• Significant experience in customer retention / B2B CS / customer care
• Fluent in French, German, and English
• Experience tracking operational KPIs (churn, reactivation)
• Prior team lead or management experience is a plus
• Hands-on, on-the-ground leader; not focused on high-level strategy
• Rigour, responsiveness, customer-centric mindset

🎁 Benefits

• Competitive remuneration package
• International, supportive, team-focused environment
• Flat hierarchies encouraging open ideas
• Opportunity to impact beauty and wellness industry
• Regular company events for networking and collaboration