Team Lead Customer Success – Multilingual European Markets

About the role

Cox Automotive Europe is expanding its digital wholesale marketplace across Europe and seeks a Team Lead Customer Success to own the buyer experience from first contact through long‑term loyalty. Based in Lisbon with a hybrid work model, you will lead a multilingual team serving Spain, Portugal, France, Eastern Europe and future markets.

Key responsibilities

• Lead, coach and develop a multilingual Customer Success team across multiple European markets.
• Drive buyer activation, first‑purchase conversion, satisfaction, retention and loyalty.
• Own the end‑to‑end buyer journey, ensuring a seamless and consistent experience.
• Monitor performance using KPIs, data analysis, CRM insights and customer feedback.
• Act as escalation point for complex cases and cross‑functional issues.
• Identify and implement process improvements, automation opportunities and best practices.
• Collaborate with Logistics, Finance, Claims, Marketing, Product, Operations and Technology teams.
• Support workforce planning, recruitment, onboarding and talent development.
• Deliver operational reporting and provide recommendations to improve engagement and business performance.

Required profile

• Native Portuguese and professional proficiency in Spanish.
• Business‑fluent English (C1 level or equivalent).
• 5+ years of experience in Customer Success, Customer Care, Account Management or similar roles.
• Proven experience leading, coaching and developing high‑performing teams.
• Strong understanding of customer lifecycle management, retention and experience.
• Commercially minded, proactive and passionate about customer success.
• Excellent analytical and problem‑solving capabilities.

Required skills

• Salesforce
• Microsoft Dynamics