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Customer Experience Team Lead - AlephPay

Aleph Holding· Finance
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Hybrid (Madrid)€48kFull time - permanentPosted 3w ago

About the role

Customer Experience Team Lead for AlephPay in Madrid, leading post-sale journey, combining Customer Service leadership with Customer Success accountability across card issuing, FX, payments and working capital.

Responsibilities

  • Own ongoing customer relationships following implementation and onboarding, and lead QBRs with key customers
  • Monitor customer health indicators including adoption, spend, utilisation, service trends and engagement
  • Own retention and churn management, identifying at-risk accounts early and coordinating recovery actions
  • Monitor agreed spend volumes and work with customers and Sales to close utilisation gaps
  • Identify cross-sell and expansion opportunities across card issuing, FX, payments, working capital and related embedded finance solutions
  • Partner closely with Sales on account development, retention and growth
  • Lead the L1 Customer Service function, staying hands-on during launch and scale-up
  • Oversee onboarding, product education and day-to-day customer support
  • Own the human-assisted support model for chatbot/client-dashboard cases requiring human intervention
  • Manage the L1/L2/L3 escalation framework with financial partners and internal stakeholders
  • Monitor customer satisfaction, response/resolution times, retention, churn, adoption and spend growth

Qualifications

  • Customer Success, Customer Service or Account Management experience within payments, fintech or financial services
  • Strong knowledge of card issuing, FX, payments, card acquiring and/or e-commerce
  • Experience with issuers, processors or other financial partners
  • Commercial mindset with experience driving adoption, retention, account growth or cross-sell
  • Experience with customer health frameworks, churn prevention and QBRs is highly desirable
  • Fluent English; Baltic language, Slovak, German or Slovenian is a strong plus

Skills

Required:Customer SuccessCard issuing, FX, payments know-howRelationship management
Nice to have:Cross-sell / expansionCustomer health frameworks

Benefits

  • Minimum gross annual base salary EUR 48,000 (base)
  • Variable component paid annually
  • Pay transparency aligned with EU directive
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Aleph Holding

Aleph is making digital advertising accessible around the world

A leading global enabler of digital advertising in emerging countries

digital advertisingemerging marketstechnologypaymentssolutions
Company profileWebsite

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