Team Lead - Product Support

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⚙️ TL;DR (The Essentials)

Role: Team Lead Product Support
Seniority Level: Senior
Type: Manager
Languages: English (main) & Italian (fluent)
Main Tools: Zendesk, HubSpot, Notion
Location: Remote
Compensation: Base Salary - Our offers are based on the annual salary cost for the company and for this position, we have a budget of 40.000€ to 45.000€.
Translating to everyday language, it would be a total gross package of 30.000€ to 33.000€ and other benefits you can check below.

Equity: Yes – Stock Options under our Equity Incentive Plan

Benefits: You can check them below benefits apply

Contract Type: Permanent

Your 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 2026 growth
• Taken full ownership of backlog, volume, and team performance metrics
• Improved workflows and initiated automation-driven efficiencies
• Built strong relationships with Product, Success, and the Italian market squad

How 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 Hard

Let’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” profile

You must thrive in ambiguity, proactively creating scalable workflows

You’ll be supporting a market that is fast-moving and soon to be the largest in the company, meaning pressure, growth, and constant evolution

The role requires strong process orientation, data-driven decision-making, and continuous optimisation

Must-haves (evidence, not years)

• Experienced in managing people
• Strong process mindset and ability to share best practices
• Adaptability in a fast-changing environment

Nice-to-have

• Experience in customer support
• Familiarity with ticketing systems
• Resilience: You stay grounded under pressure and adapt quickly to fast-changing contexts
• Analytical Thinking: You base decisions on data, patterns, and evidence — not intuition alone
• Proactivity: You anticipate needs, take initiative, and drive improvements without being prompted
• Cultural Alignment: You naturally embody Coverflex’s values, mindset, and collaborative spirit
• Challenger Mindset: You question assumptions, challenge the status quo, and seek better ways of working
• Structure-Building: You turn ambiguity into clarity by creating scalable processes and frameworks
• Tech & Automation Orientation: You leverage AI, automation, and metrics to boost efficiency, quality, and team performance

You’ll probably find this frustrating if…

• You rely on intuition rather than data
• You prefer maintaining systems rather than building them
• You avoid experimentation or structured process improvement
• You dislike cross-team collaboration, transparency, or ownership
• You resist using automation or AI in daily operations

Meet Your Manager

Hiring Manager: Tadeu Zanardo - Head of Product Support
Location: Spain
LinkedIn Profile:

Profile Snapshot:

Energy: Upbeat, positive, sweet

Communication: Open and direct

Feedback Style: Gives quarterly structured feedback; values alignment and clarity

How 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 Team

You’ll work day‑day with:

Edoardo Celestino,Product Success Specialist, Linkedin Profile

Key Stakeholders:

Customer Success Team

Product Team

Italian Market Team

Team Rituals:

Weekly meeting to review metrics and updates

Participation in Italian team strategy discussions

Strategic 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.