Job Description

Hello! 👋🏽

At Factorial we're looking for a Team Lead to join our Portuguese Customer Experience team and help us take the company to the next level. 📈

In this role, you will report directly to the Head of Account Management for Portugal and team up with other Area Managers to spearhead our mission of creating, for our Spanish customers, the highest satisfaction levels at every touchpoint.

Ready to be part of the challenge? 🚀

About the team 👥

Our Customer Experience team is the voice that guides our users every step of the way, making sure they always get the most out of Factorial. If you’re passionate about people and love turning a challenge into a great experience, you’ll fit right in.

What you'll do 📝

• Lead and guide a dedicated team of 6-8 Account Managers, fostering a culture of ownership, self improvement, well-being, teamwork, and respect, with high performance, excellence, and achievement of set targets.
• Regularly monitor team performance metrics, identifying areas for improvement, and implementing tailored strategies to drive your team and the business growth.
• Active participation to develop and implement with your Area and the Talent teams robust recruitment and retention strategies to build the best teams.
• Design, evaluate, analyze, and execute innovative strategies and tactics aimed at maximizing customer retention, fostering upselling opportunities, and contributing significantly to overall revenue amplification.
• Drive motivation within the team by providing consistent and constructive feedback, and fostering hands-on leadership.
• Collaborate cross-functionally with different teams, leveraging your insights and team's experiences to enhance product development, customer experience, and sales strategies.

What are we looking for 🎯

• Portuguese native speaker and fluent in English. We are international!
• Proven experience Managing Customer-oriented individual contributors in a Customer Experience team, with a track record of driving upselling and customer retention. Other experiences in Sales, Customer Satisfaction, and similar experiences are highly valued!
• Tech Savvy! Passion for technology and proven experience in a SaaS environment. The digital world and innovation are a must!
• Strong analytical skills, a problem-solving mindset, and data insights to drive informed decisions.
• You like making things easier for customers and colleagues. If there’s a roadblock, you want to smooth it away!
• Ready to work in a fast-paced, less corporate, startup environment.

Perks of being part of Factorial 😎

• High growth, multicultural and friendly environment 🤝
• Alan as private health insurance 🩺
• Healthy life with Wellhub (Gyms, pools, outdoor classes) 🕺🏻
• Save expenses with Cobee💰
• Language classes 👩🏻‍🏫
• Breakfast in the office and organic fruit 🍏
• Food discounts with Nora 🍱
• Pet Friendly 🐕
• Much more that we'll spill during the interview process

About Factorial 🚀

Factorial is the AI for Business that knows companies, connects how work happens across the business, and turns that context into action.

Founded in Barcelona in 2016, we now have +1,700 employees serving more than 16,000 companies across 112 countries.

Factorial started with a simple idea: companies were spending too much time managing processes and not enough time doing the work they were hired to do: their best work.

But as companies grow, work gets more disconnected. More people, more tools, more information, and more time spent connecting the dots. Generic AI can answer questions, but it doesn’t know your company. Every time, you have to give it the context.

Factorial is different. Because it’s inside the company, it already knows how it works, including its people, processes, policies, and data. So you can ask it to do real work, from screening candidates and managing expenses to answering questions and creating reports.

AI isn’t the goal. Giving people back their time is.

When work changes, so do we.

We believe in diverse talent: we welcome applicants from all backgrounds and strongly encourage people of diverse experiences and identities to apply.

We believe in inclusion: we are committed to equal opportunities and actively promote workplace inclusion of people with disabilities. If you would like to learn more about our inclusive recruitment processes, you are welcome to indicate so optionally and we will share additional information with you.

Our values 🫀

• We own it: We take responsibility for every project. We make decisions, not excuses.
• We learn and teach: We're dedicated to learning something new every day and, above all, share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.

Want to learn more about us? Check our website!