Product Success Lead

About The Role 💻 

We are looking for a Product Success Lead to join our Product Research & Innovation team. This team is the first point of contact for client inquiries. It focuses on timely and accurate issue resolution. Its objective is to troubleshoot effectively, standardize processes, and provide clear solutions to help clients maximize product value in a centralized manner.

Furthermore, the team is undergoing a transformation to accelerate the deployment of AI-powered automation and advanced analytics techniques to offer our clients a more efficient experience with both our support service and our product. As the Product Success Lead you will be a critical part of the experience of our clients, helping them extract  the most value out of our products. To be successful, you’ll need to embrace a technology first approach, a process-oriented mindset, enjoy coaching junior colleagues on best practices, and leading by example to ensure our clients’ are well supported and their business requirements met.

What You’ll Be Doing 🚀

Working as a Product Success Lead  you will be responsible for:

Team Leadership & Development: Contributing to the AI-powered service transformation by coaching and upskilling Product Specialists, fostering a culture of excellence, ownership, data-driven decisions, and continuous improvement

• Process Optimization: Identifying recurring issues and implementing workflow automations and product improvements to accelerate resolution and lower ticket volumes
• Client Support & Issue Resolution: Handling client inquiries, triage, and ensuring timely resolution of client questions using AI-assisted tools; managing structured escalation processes and collaborating with internal teams on complex cases
• Data & Reporting: Tracking key support metrics to evaluate team performance, identifying areas of improvement, and refining service delivery
• Client Enablement & Product Expertise: Supporting clients’ onboarding and education through training materials and product guidance; maintaining deep product knowledge to provide accurate recommendations and best practices

Location 🌍 

The role is based in Madrid

Way of Working: Hybrid (3+ days in office during first 6 months) 

What You’ll Need 👀

• More than 2-3 years of experience in support services within the financial industry, preferred 1+ years managing  teams
• Proven record scaling post-sale service operations and improving SLAs (e.g., reducing time-to-first-response and time-to-resolution)
• Operational excellence and project management skills: process mapping, SOPs, ticket taxonomy, capacity planning and workforce management
• Escalation and incident management experience: structured triage, root-cause analysis, and corrective action plans with clear client communications 
• Hands-on data skills: SQL and/or Python for analysis; strong Excel skill  (or similar)
• Experience  in coaching teams through new tooling and workflows
• Startup mindset: ownership, curiosity, ability to decide with incomplete information, and resilience in a fast-changing environment
• Excellent oral and written English communication skills (minimum C1 level-proficient user)
• Experience implementing AI/automation in client service (LLM-powered assistants, RAG), ability to write/evaluate prompts, and set quality/accuracy measures is a plus
• Strong grasp of investment workflows and sustainability/ESG regulation (e.g., SFDR, EU Taxonomy, CSRD) and how institutional clients use ESG data is another plus

Benefits 🥁

• Equity Plans - ESOP / Phantom Stock: share our success!
• Annual training budget to support your professional growth 
• Private healthcare cover
• Wellness and Fitness cover with Wellhub!
• Flexible Work Arrangements: We promote work-life balance through flexible schedules and remote work options
• Global offices across New York, Madrid, Barcelona, London, Paris, and Abu Dhabi, and access to a global network of co-working spaces