Interim Customer Success Team Lead (6-month maternity cover)

We're looking for an enthusiastic Customer Success Team Lead to join our Customer Success team for six months to cover a maternity leave.

About us 🐙

At EmailOctopus, we provide an email marketing platform that's simpler, more intuitive and better value, to help anyone grow their project. While we’re a small start-up, we’ve been growing rapidly in the last few months 🚀. And since our priority is to go out of our way to offer the best level of support, we’re looking for an enthusiastic leader to join our Customer Success team ✨

Your team

You’ll be joining a diverse team of a dozen colleagues, each bringing their unique background and expertise to the table. The advantage of our start-up environment and the close-knit team is our seamless access to one another, fostering a culture of collaboration and support. As a Customer Success Team Lead, you'll have direct guidance and mentorship from our Customer Success Manager, COO and CEO.

We're also big advocates of remote working. Currently, our team is spread across the United Kingdom, Poland and the Netherlands, so you’re welcome to work from anywhere in the world.

Overview

You’ll take the reins on day-to-day team leadership, setting the standard for customer care, and keeping our support engine running smoothly. Whether it’s leading team meetings, documenting processes, or stepping in on high-impact support queries, you’ll make sure both our users and our team members are set up for success. It’s very much a hands-on role, so expect getting down in the support trenches when necessary, too – anything to ensure our customers’ success!

Your Role

Your responsibilities will include:

• Managing, mentoring and growing our Customer Success team

• Overseeing hiring, scheduling, coverage and performance across the team

• Acting as an escalation point for complex or sensitive customer issues

• Ensuring moderation and deliverability decisions align with company policies and best practices

• Collaborating closely with the Customer Success Manager on OKRs, initiatives and team development

• Representing the team in leadership meetings with clear, constructive updates

• Leading strategic planning to enhance the customer experience and internal operations

• Supporting cross-functional collaboration during product launches and key projects

• Taking ownership of onboarding new team members and creating internal training materials

• Covering essential CS Manager tasks when needed, from 1:1s to stats and reporting

• Fostering a collaborative, inclusive and customer-obsessed culture

  
  

Working hours ⏰

We work remotely, and you’re welcome to manage your own working hours (choose any 8h shift between 7am and 7pm). You'll normally work Monday to Friday, but since we work in shifts, it’s also essential that you’re flexible and willing to alter your working days and cover additional hours occasionally, when help in support coverage is needed.

Contract length 📆

This is an interim position for six months – you'll be covering for the Customer Success Manager while she's on maternity leave. Ideally, you should start in September and your contract will end in February.

Who we’re looking for:

You’re a natural leader with a deep understanding of support operations and a genuine passion for customer success. You’re confident making decisions, prioritising, communicating clearly, and thinking critically about improving processes and elevating the team.

We’d love to hear from you if you:

• Have experience managing customer support or success teams

• Excel in prioritising, managing and organising work

• Are confident working remotely with a distributed team

• Take initiative, document everything, and lead by example

• Have strong analytical skills and a good eye for process improvement

• Communicate with empathy, clarity and a collaborative spirit

• Thrive in a fast-moving environment where no two days look the same

• Are a people-person, comfortable running presentations, leading team calls and jumping on quick 1:1s with customers

• Have a positive, can-do attitude

  
  

Bonus points:

While not required, these qualifications and experiences will set you apart:

• You know the EmailOctopus platform inside out (or have worked for a similar platform in the SaaS space)

• You’re familiar with our tech stack: Mac, Slack, Notion, Help Scout, Google Workspace

  
  

What we offer:

• Competitive salary

• Quarterly team meet-ups for collaboration and camaraderie

• Company-provided MacBook for a seamless workflow

• Opportunity to work remotely from anywhere in the world

• Comprehensive product and email marketing training

• Supportive and inclusive work environment

• Yearly bonus based on the company’s performance

  
  

Recruitment process:

1. Recruitment task

2. Call with the Customer Success Manager

3. Call with the Chief Operating Officer

4. Offer to join our team 🤝

   
   

How to apply?

Send us your resume in English through RocketJobs.

In the message box, write us two sentences about yourself and tell us what you love doing in your free time. We'll be in touch!