Team Lead

Coverflex exists to make compensation work for everyone.Pay is still rigid, fragmented, and hard to feel.We turn compensation into choice — one platform, one card, one app — for benefits, meal allowance, insurance and more.Our platform is simple for HR and meaningful for employees.We provide choice, smarter compensation tools and empowerment.?? TL;DR (The Essentials)Role: Team Lead Product SupportSeniority Level: SeniorType: ManagerLanguages: English (main) & Italian (fluent)Main Tools: Zendesk, HubSpot, NotionLocation: RemoteCompensation: Base Salary - Our offers are based on the annual salary cost for the company and for this position, we have a budget of ******€ to ******€.Translating to everyday language, it would be a total gross package of ******€ to ******€ and other benefits you can check below.Equity: Yes – Stock Options under our Equity Incentive PlanBenefits: You can check them below benefits applyContract Type: PermanentYour role will play a major role in our success because you'll be leading the Customer Support team for Italy.You'll ensure operational excellence while building processes, driving automation, and preparing the team to support the market's projected hypergrowth.You'll know you're successful when, after 90 days, you've...Completed a smooth training with the current TL and set the foundations for **** growthTaken full ownership of backlog, volume, and team performance metricsImproved workflows and initiated automation-driven efficienciesBuilt strong relationships with Product, Success, and the Italian market squadHow we'll measure success:Main KPI 1: CSAT Managers up to 90%Main KPI 2: CSAT Employees up to 85%Main KPI 3: NPS Employees - +50? Reality Check - What Makes This Role HardLet's be real - here's what makes this role challenging:You'll need to lead an operational team while also having a builder's mindset, not a pure "management-only" profileYou must thrive in ambiguity, proactively creating scalable workflowsYou'll be supporting a market that is fast-moving and soon to be the largest in the company, meaning pressure, growth, and constant evolutionThe role requires strong process orientation, data-driven decision-making, and continuous optimisationMust-haves (evidence, not years)Experienced in managing peopleStrong process mindset and ability to share best practicesAdaptability in a fast-changing environmentNice-to-haveExperience in customer supportFamiliarity with ticketing systemsResilience: You stay grounded under pressure and adapt quickly to fast-changing contextsAnalytical Thinking: You base decisions on data, patterns, and evidence — not intuition aloneProactivity: You anticipate needs, take initiative, and drive improvements without being promptedCultural Alignment: You naturally embody Coverflex's values, mindset, and collaborative spiritChallenger Mindset: You question assumptions, challenge the status quo, and seek better ways of workingStructure-Building: You turn ambiguity into clarity by creating scalable processes and frameworksTech & Automation Orientation: You leverage AI, automation, and metrics to boost efficiency, quality, and team performanceYou'll probably find this frustrating if...You rely on intuition rather than dataYou prefer maintaining systems rather than building themYou avoid experimentation or structured process improvementYou dislike cross-team collaboration, transparency, or ownershipYou resist using automation or AI in daily operationsMeet Your ManagerHiring Manager: Tadeu Zanardo - Head of Product SupportLocation: SpainLinkedIn Profile: /Profile Snapshot:Energy: Upbeat, positive, sweetCommunication: Open and directFeedback Style: Gives quarterly structured feedback; values alignment and clarityHow to work with me - in the Manager's own words:I'm a relaxed, open-minded manager who communicates clearly and listens carefully.Organization and alignment matter to me, and I always provide constructive, honest feedback to help you grow.I value ownership, team spirit, and a positive attitude.Your TeamYou'll work day-day with:Edoardo Celestino,Product Success Specialist, Linkedin ProfileKey Stakeholders:Customer Success TeamProduct TeamItalian Market TeamTeam Rituals:Weekly meeting to review metrics and updatesParticipation in Italian team strategy discussionsStrategic cross-team syncs (Success, Product, Italy)?? Access & Belonging (Equal Opportunity)We hire for impact and potential, not pedigree.We welcome applications from people with non-linear careers, career breaks, caregiving gaps, and those changing fields.No discrimination on the basis of age, disability, gender identity/expression, marital or family status, pregnancy, neurodivergence, race/ethnicity, religion/belief, gender, sexual orientation, or any other protected ground.Assessment fairness: We anchor on evidence of outcomes (what you shipped, moved, or influenced).We actively de-bias by using structured rubrics, multiple assessors, and blind screening most of the time (we won't know your name, gender, or personal info until the interview stage).No cover letter required.Apply with your LinkedIn or upload your CV.You may be asked a few short, relevant questions.?? Hiring Stages (What to Expect, Why & How Long)1. CV / LinkedIn Screen — Signal check vs must-haves• Done by People + Hiring Manager.• You'll hear from us within 7 business days.2. Role-Fit Questionnaire (async)Purpose: capture signals your CV can't (languages, tools, scenario judgement) and calibrate seniority.Format: short answers.Accessibility: prefer a call?Tell us - we'll swap for a short chat.3. People Interview - Mutual fit & context • 45 minWith People.Covers role scope, salary, location, and timeline.4. Hiring Manager Interview - Product knowledge • 30 minGet to know each other and show our product.5. Case Study - Show how you think • 1 week maximumWe assess clarity, decision quality, stakeholder thinking, and ethics.7. Case Review & Team Chat - Walkthrough + Q&A • 45 minYou'll get actionable feedback either way.8. Final Conversation (CEO / C-Level) — Values, strategy, and your growth • 30 minOptional: References (2–3 people who've seen your recent work) - async.We use a few tools to reduce bias and improve documentation, not to make hiring decisions.Teamtailor anonymisation: profiles are reviewed without relying on names/personal identifiers.Meeting recorder (e.g., Talka.ai): may be used to capture interviews so we can focus on the conversation.ChatGPT: may be used to turn interview notes/transcripts into clear, structured summaries.Important: every application is reviewed by a human, and no decision or rejection is made by AI.If recording is used, we'll be transparent and (where required) ask for consent.Decision: within 4 weeks of your application.Updates: weekly if the process runs longer.Feedback: from the Case stage onwards, you'll always receive written or verbal feedback - what went well, and what to strengthen next time.#J-*****-Ljbffr