Team Lead - Retention
- Role
- Support
- Experience
- Lead
- Employment
- Full-time
Open to LU only. Set where you work from to check your eligibility.
No BS summary
Hands-on customer success/retention team lead for B2B customer care, based in Luxembourg. Must be fluent in French, German, and English and comfortable managing retention agents while handling high-risk client cases.
Required languages
Salonkee is one of Europe’s fastest-growing beauty-tech companies, helping thousands of salons simplify their daily operations and offer an outstanding experience to their clients. Our all-in-one software simplifies appointment scheduling, payments, and client management, allowing salons to focus on what truly matters: delivering an exceptional customer experience. We’re proud to shape the future of the beauty industry with innovation, collaboration, and a people-first mindset.
The opportunity
Join Salonkee’s Customer Success Department as a Team Lead Retention and play a key role in driving our retention efforts while keeping our salon partners engaged across our international markets. We’re looking for a hands-on leader who thrives on team coaching, direct customer contact, and operational excellence. You’ll act as the right hand to the Head of Customer Success, managing and supporting a growing team of retention agents daily while personally handling complex, high-risk client cases. This role is perfect for a trilingual professional who leads by example and prefers being on the ground with their team rather than focusing on high-level strategy. If you’re resilient, customer-centric, and ready to scale our retention operations, we’d love to hear from you!
What you will be doing
- Act as the operational right-hand to the Head of Customer Success.
- Personally handle high-risk accounts and complex client cases (calls, emails, SMS).
- Manage, train, and support a retention team daily (scaling to ~10 agents).
- Structure and distribute the workload across 7 markets by country/language.
- Monitor daily retention metrics (churn, reactivation, satisfaction) and adjust actions.
- Ensure QA, tone of voice, and offer consistency across all countries.
- Identify recurring customer pain points (product, pricing) and escalate feedback.
- Serve as the team's daily go-to person for questions and escalations.
What you need to have
- Significant experience in customer retention / B2B customer success / customer care, ideally in a high-volume call or ticketing environment.
- Fluent in French, German, and English (both written and spoken)
- Comfortable tracking operational KPIs (churn, reactivation)
- Prior experience in team management or as a team lead is a plus
- This is a highly hands-on role. You will be on the ground, working alongside your team and staying in direct contact with clients, rather than defining the department's high-level strategy.
- Rigour, responsiveness, a customer-centric mindset, and leading by example.
What we offer
- A competitive remuneration package.
- A dynamic, international, and supportive work environment with a strong team culture.
- Flat hierarchies that promote open communication and encourage putting your ideas forward
- The opportunity to be part of a success story and make a tangible impact on the future of the beauty and wellness industry.
- Regular company events to foster team bonding and create opportunities for networking and collaboration
At Salonkee, we believe that innovation thrives in an environment where everyone feels included and empowered. We’re building a diverse team that reflects the industry we serve: creative, passionate, and full of different perspectives. No matter who you are or where you come from, you’ll find a place here to grow, contribute, and be your authentic self.
What you'll do
- Act as the operational right-hand to the Head of Customer Success.
- Personally handle high-risk accounts and complex client cases through calls, emails, and SMS.
- Manage, train, and support a retention team daily, scaling to about 10 agents.
- Structure and distribute workload across 7 markets by country and language.
- Monitor daily retention metrics such as churn, reactivation, and satisfaction, and adjust actions.
- Ensure QA, tone of voice, and offer consistency across all countries.
- Identify recurring customer pain points related to product and pricing and escalate feedback.
- Serve as the team's daily go-to person for questions and escalations.
What they require
- Significant experience in customer retention, B2B customer success, or customer care, ideally in a high-volume call or ticketing environment.
- Comfortable tracking operational KPIs such as churn and reactivation.
- Preferred: Prior experience in team management or as a team lead.
- Highly hands-on approach, working alongside the team and staying in direct contact with clients rather than defining high-level departmental strategy.
- Rigour, responsiveness, a customer-centric mindset, and leading by example.
Benefits
- Competitive remuneration package.
- Dynamic, international, and supportive work environment with a strong team culture.
- Flat hierarchies that promote open communication and encourage putting ideas forward.
- Opportunity to be part of a success story and make a tangible impact on the future of the beauty and wellness industry.
- Regular company events for team bonding, networking, and collaboration.
- Inclusive environment where everyone feels included and empowered.
- A place to grow, contribute, and be your authentic self.
Salonkee is a fast-growing European SaaS company offering salons an all-in-one solution from smart online booking to automated payments.