Offer summary

Qualifications:

Proven leadership experience in customer support, preferably in technology., Exceptional achievements in education, entrepreneurship, or personal growth., Strong communication skills with a focus on collaboration and clarity., Tech-savvy with a deep understanding of digital innovation and automation..

Key responsabilities:

Deliver exceptional user experiences by combining human support, AI, and self-service.

Lead and develop the User Success Team through training, hiring, and performance management.

Monitor and improve key performance indicators to enhance service quality.

Collaborate with product teams to integrate customer feedback into product development.

Job description

Hey there!

Join YAZIO, a leader in the nutrition and calorie tracking app industry, as our new Team Lead User Success. We’re searching for a remarkable individual with a solution-oriented mindset and a hands-on mentality to lead our User Success Team. Your mission? Elevate YAZIO’s user experience to unparalleled heights and help millions lead healthier lives.

This role is 100% remote and can be based in Germany, Spain, Portugal, or the U.K.

Please note that this is an interim position covering maternity leave.

Your Mission

Deliver exceptional user experience: Create the best possible YAZIO experience for our daily active users, combining Human Support, AI and Self-service.
Lead and develop the team: Oversee the training, hiring, and performance management of our remote User Success Team to maintain high service standards.
Operational excellence: Develop and manage User Success operations, ensuring global customers receive timely and effective assistance, at scale.
Monitor and improve KPIs: Track key performance indicators across all channels, such as first reply time, CSAT, deflection rates, and more, implementing strategies for continuous improvement.
Collaborate across teams: Work with the Product Team and other stakeholders to incorporate customer feedback into product development, reducing support tickets and enhancing user satisfaction.
Optimize costs: Design and implement cost-reduction strategies without compromising on the quality of customer support.
Foster excellence: Cultivate a culture of excellence, empathy, and continuous learning within the User Success Department.

Your Profile

Proven leadership: You have experience in a customer support leadership role, preferably within the technology sector.
Exceptional achievements: You have a track record of extraordinary accomplishments, whether in education, entrepreneurship, personal growth, or overcoming hardship.
Outcome-focused: You have a proven ability to deliver measurable and impactful outcomes, with a hands-on approach to solving problems and driving results.
Raise the bar: You’re commitment to continuous improvement, ensuring each hire raises the standard within the team.
Passion for the mission: You have firsthand experience using (nutrition) apps and a personal commitment to health, fitness, and nutrition.
Entrepreneurial mindset: You’re resourceful, efficient with time management, and able to prioritize tasks effectively.
Outstanding communication: You have excellent verbal and written communication skills, with the ability to articulate ideas clearly and collaborate with others.
Tech-savvy: You have a deep understanding of technology, digital innovation, and early adoption of new tools and practices, with a track record in implementing automation and AI solutions
Growth mindset: You have a willingness and ability to learn, adapt, and grow independently and rapidly.
Positive workplace culture: You contribute to a positive and enjoyable work environment, treating everyone with respect and embodying friendliness and approachability.
Attention to detail: You demonstrate accuracy and consistency in work, with a structured approach, even in fast-paced environments.

Why us?

An exciting product with millions of users in over 150 countries, localized in 20 languages
A remote-first culture, working 100% from home with options to join a co-working space or to work from abroad for several weeks
An international team with English as our company language
Access to state-of-the-art technical equipment (laptop, external monitor, etc.)
30 days of paid vacation
A high-impact work environment with short decision-making processes
A work culture characterized by focus and efficiency. We do not work overtime and, on the rare occasions this is necessary, you can take the additional hours off at another time.
Yearly company retreat and additional team events online and offline

Diversity and Inclusion

At YAZIO, we are committed to creating a diverse and inclusive work environment. We believe in equality and encourage applications from all individuals, regardless of gender identity, race, religion, age, sexual orientation or disability. We value the unique perspectives and contributions that individuals from diverse backgrounds bring to our team.

Sound like you?

Ready to take YAZIO to the next level and help people all over the world lead healthier lives? We look forward to receiving your application, including:

Your CV
A few lines or a short video explaining who you are and why you want to work at YAZIO
Feel free to share something that shows us a little more about your work (e.g., your LinkedIn profile, portfolio)

Apply for this job

About us

YAZIO was founded in 2014 and, with millions of users, YAZIO is one of the most successful nutrition apps in the world. YAZIO has a mission: To help as many people as possible live healthier lives through better nutrition. With users in more than 150 countries, we’re well on our way to accomplishing this goal. As a remote-first company, we promote a modern form of employment in which our team works together across several cities and countries.

Find out more about our team, our application process and open positions here: www.yazio.com/en/jobs

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