---
title: 'Associate Team Lead, Customer Success at Taxfix'
canonical: 'https://feeny.ai/job/associate-team-lead-customer-success-taxfix-madrid-d9d0rd7j2ez0'
type: 'job'
last_seen: '2026-10-19'
---

# Associate Team Lead, Customer Success at Taxfix

- **Company:** Taxfix
- **Location:** Madrid, Spain
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-02
- **Last confirmed live:** 2026-10-19
- **Apply:** https://jobs.ashbyhq.com/taxfix.com/6a647b83-dfa5-4fe8-820a-083ee2465055

## Job description

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 Germany, Spain and the UK, the team at Taxfix Group with its brands Taxfix and Steuerbot, is a compassionate group of solution-finders. We speak our minds openly, and with over 400 professionals, including tax experts, developers, and IT security experts, we're rich in ideas and voices. The group has facilitated more than 3.5 billion euros in tax refunds for its customers since its founding in 2016.

Your team: In the role of Customer Success Associate Team Lead, you'll work closely with our customers, accountants, and support agents to ensure the highest quality of service while guiding the team through the nuances of tax filing processes. We're looking for a natural leader — someone positive, driven, and eager to make a real impact in a fast-growing fintech environment. We're a lean operations team, which means we value people who lead by example, roll up their sleeves when needed, and are passionate about both great customer experiences and team development. From day one, you'll need to hit the ground running — deepening your knowledge of our platform, our processes, and the tax landscape, while helping your team do the same.

Who we're looking for: Are you a customer support professional with experience leading teams? Do you thrive on improving processes, optimizing customer experiences, and making complex topics easy to understand? If so, we want to hear from you. We’re looking for an Associate Team Lead to help our team operate efficiently, provide excellent service, and improve performance. You’ll track KPIs, give feedback that actually makes a difference, and act as a point of contact for customer support agents.

Your responsibilities:

As our Associate Team Lead, you’ll play a pivotal role in elevating the customer support function. Here’s how:

- Team Leadership: Coordinate priorities and workload, monitor service performance, and help the team meet agreed service and quality targets.
- Support and handle complex cases: Support agents with difficult customer queries and escalations, helping ensure clear, accurate, and customer-focused resolutions.
- Performance Management: Keep an eye on key metrics, hold 1:1 meetings with team members, and provide feedback that helps them grow.
- Improve processes: Identify recurring friction in workflows, guidance, and response templates; work with relevant teams to implement improvements.
- Cross-Team Collaboration: Work closely with our product and marketing teams to bring customer feedback into the bigger picture.
- Training & Development: Ensure the team stays sharp by keeping them up to date with the latest tools, processes, and best practices.
- Reporting & Insights: Analyze data, track trends, and share insights to continuously improve customer support.
- AI Builder: Leverage and help shape AI-powered tools to streamline support workflows, draft smarter response templates, and reduce resolution times — actively contributing to how we build and iterate on AI within the support function.
- Retention opportunity: Identify at-risk customers through support interactions and data trends, working proactively to address pain points, reduce churn, and turn frustrating experiences into reasons to stay — making customer support a key driver of retention.

Your profile: We’re excited to meet someone who:

- Communicates clearly and inspires their team to excel.
- Is native in Spanish and fluent in English.
- Previous experience in customer service, with at least 1-2 years supervising or managing a customer service team.
- Experience with support tools (e.g., Zendesk, Intercom etc) and understanding of CRM systems.
- Strong analytical skills to track and improve key customer service metrics.
- Demonstrates strong problem-solving skills and a proactive with a passion for delivering great customer experiences.
- Is based in Madrid.

Why Taxfix?

- A chance to do meaningful, people-centric work with an international team of passionate professionals.
- Holistic well-being with free mental health coaching sessions.
- A monthly allowance to spend on an extensive range of services that you can use and roll over as flexibly as you like.
- Employee stock options for all employees—because everyone deserves to benefit from the success they help to create.
- 30 annual vacation days and flexible working hours.
- 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. Check out our[Life at Taxfix](https://www.linkedin.com/company/taxfix/life/8684512c-424f-44de-8d07-6e6b516e3319/?viewAsMember=true) page on LinkedIn to get a glimpse of our culture.

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 anyway. You might bring something special to the team that we hadn't considered previously.

## About Taxfix

## Company Overview
- **One-liner**: Taxfix is Europe’s leading AI-native digital tax platform that simplifies tax filing for individuals across Germany, the UK, and Spain.
- **Entity Type**: Private (Late Stage) – Over €330 million in total funding from top-tier investors.
- **Headquarters**: Berlin, Germany (with offices in Madrid, London, Fellbach/Stuttgart, and Tallinn)
- **Founded**: 2016
- **Founders**: Not publicly available in provided sources (CEO Martin Ott and CPO Mohamed Omaizat lead the company)

## Core Business
- **Primary industry**: Fintech / Digital Tax Solutions
- **Target customers**: B2C – individuals, employees, students, parents, and freelancers who need help filing taxes.
- **Mission/purpose**: “Enable financial participation for everyone” and “fix finance for all” – making tax filing simple, accurate, and stress-free.

## Products & Services
- **Taxfix Platform (Self-Service & Assisted)**: A mobile and web application that uses AI and real tax experts to guide users through filing their tax returns. In Germany, users can file fully DIY or with expert assistance; in the UK and Spain (formerly TaxScouts, now rebranded to Taxfix), the service connects users with accredited accountants. The platform is designed to adapt to different life moments and local tax complexities.

## Market Standing
- **Valuation**: Not disclosed
- **Key Metric**: Total funding of over €330 million (as of 2025) [[taxfix.de](https://taxfix.de/en/about-us/)]
- **Notable Investors**: Index Ventures, Valar Ventures, Creandum, Redalpine, OTPP (via TVG) [[taxfix.de](https://taxfix.de/en/about-us/)]
- **Growth Signals**:
  - Over 8 million tax submissions handled across Germany, the UK, and Spain [[taxfix.com](https://taxfix.com/en-uk/about/)]
  - Over €4.5 billion recovered for customers [[taxfix.de](https://taxfix.de/en/about-us/)]
  - Rated “Excellent” (4.8/5) from 6,500+ Trustpilot reviews [[taxfix.com](https://taxfix.com/en-uk/about/)]
  - 400+ employees across five offices [[taxfix.de](https://taxfix.de/en/about-us/)]
  - Rebranded TaxScouts to Taxfix in 2024/2025, unifying the brand across Europe [[taxfix.com](https://taxfix.com/en-uk/about/)]
  - Clear path toward profitability, backed by strong investor confidence [[taxfix.de](https://taxfix.de/en/about-us/)]

## Competitive Advantages
- **AI-native technology**: AI is embedded in the core product and operations, not an add-on, enabling scale and personalization.
- **Hybrid human + AI model**: Combines intelligent automation with a network of 150+ accredited accountants, ensuring accuracy and trust.
- **Pan-European presence**: Operating in three major markets (Germany, UK, Spain) with localized solutions, giving a scale advantage over local-only competitors.
- **Strong brand and user trust**: High ratings and millions of filings create a virtuous cycle of credibility and word-of-mouth growth.
- **Deep investor backing**: Over €330M in funding from top VCs provides a long runway and resources for expansion.

## Strategic Focus
- Continue scaling across Europe, leveraging AI to improve product efficiency and user experience.
- Unify the brand under Taxfix after the TaxScouts rebrand, strengthening market position in the UK and Spain.
- Drive toward profitability while maintaining growth and investing in technology.
- Expand the assisted product offering and deepen partnerships with accountants and financial institutions.

## Why Work Here
- **Culture**: Open, inclusive, and collaborative. Employee Resource Groups include the Lavender Circle (LGBTQ+) and Women at Taxfix. The company actively embeds diversity, equity, inclusion, and belonging into the employee journey [[taxfix.de](https://taxfix.de/en/careers/)].
- **Work model**: Hybrid setup – employees can choose remote or work from vibrant offices in Berlin, Madrid, London, Fellbach/Stuttgart, or Tallinn. 30 days of annual working abroad + 30 days of annual vacation allowance [[taxfix.de](https://taxfix.de/en/careers/)].
- **Professional development**: Annual learning budget, unlimited LinkedIn Learning access, workshops, and training tailored to individual goals [[taxfix.de](https://taxfix.de/en/careers/)].
- **Compensation & ownership**: All employees receive a stake in the company through a Virtual Stock Option Plan (VSOP) [[taxfix.de](https://taxfix.de/en/careers/)].
- **Wellbeing**: Mental health resources, wellness sessions, and up to 10 free therapy sessions per year via Nilo [[taxfix.de](https://taxfix.de/en/careers/)].
- **Impact days**: Two paid days per year for volunteering with causes employees care about [[taxfix.de](https://taxfix.de/en/careers/)].
- **Onboarding**: A four-day program introducing new joiners to the mission, culture, and ways of working [[taxfix.de](https://taxfix.de/en/careers/)].
- **Company language**: English is the official company language, making it accessible to international talent [[taxfix.de](https://taxfix.de/en/careers/)].

## Sources
1. [taxfix.de - Careers](https://taxfix.de/en/careers/)
2. [taxfix.de - About Us](https://taxfix.de/en/about-us/)
3. [taxfix.com - About (UK)](https://taxfix.com/en-uk/about/)
4. [LinkedIn - Taxfix SE](https://de.linkedin.com/company/taxfix)
5. [jobs.ashbyhq.com - Taxfix Open Positions](https://jobs.ashbyhq.com/taxfix.com)

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