Customer Success Team Lead

OUR MISSION Carwow Group is driven by a passion for getting people into cars. But not just any car, the right car. That’s why we are building the go-to destination for car-changing. Designed to reach drivers everywhere with our trail-blazing portfolio of personality-rich automotive brands: Carwow, Auto Express, evo, Driving Electric and Car Buyer. What started as a simple reviews site is now one of the largest online car-changing destinations in Europe. Over 10 million customers have used Carwow to help them buy and sell cars since its inception. Last year we grew over 50% with nearly £3bn worth of cars bought on site, while £1.8bn of cars were listed for sale through our Sell My Car service. In 2024, we acquired Autovia, doubling our audience overnight. Together we now have one of the biggest YouTube channels in the world with over 1.1 billion annual views, sell 1.2 million print copies of our magazines, and have an annual web content reach of over 350 million. WHY JOIN US? We are winners of the prestigious Culture 100 award, recognising the most loved and happiest tech companies to work for. We have also raised $52 million in funding led by Bessemer Venture Partners to accelerate our growth. As pioneers, we’re always driving for new territory and positive change. Where others see difficulty, we see possibility - building new experiences, launching new titles and listening to drivers. Being part of Carwow Group means championing drivers and the automotive industry, acting as a disruptor, and never being afraid to fail (while learning quickly when we do). Our team of 600+ employees across the UK, Germany, Spain and Portugal are revolutionising car-changing, and we are rapidly expanding our mission across every brand and country we operate in. THE ROLE We are seeking a highly motivated and experienced Team Leader to lead a team of Customer Success Executives dedicated to supporting car sellers through the Carwow selling process. You will be responsible for coaching, mentoring and motivating your team to deliver exceptional service, ensuring a smooth and successful selling experience while maximising sellers’ chances of selling their vehicles. You will combine your leadership skills with a deep understanding of the car-selling process to drive team performance and contribute to the success of the Sell My Car function. WHAT YOU’LL DO Lead and manage a team of Customer Success Executives responsible for assessing and successfully listing cars for sale in daily auctions. Drive the team to achieve daily and weekly volume and conversion targets. Provide coaching, mentoring and ongoing support. Monitor team performance against key metrics and identify improvement opportunities. Manage the team pipeline, balancing workload, opportunities and SLAs. Conduct regular team meetings to communicate updates, share best practices and address challenges. Recruit, train and onboard new team members. Handle escalated seller enquiries and resolve complex issues. Collaborate with other team leaders and departments to ensure efficient workflows. Contribute to team strategies and initiatives that improve the seller experience and support business growth. Foster a positive, collaborative team environment built on open communication and mutual respect. WHAT YOU’LL NEED Proven experience in a team leadership role within outbound sales, customer success or customer service. Experience managing team performance in a target-driven environment. Excellent communication, interpersonal and coaching skills. Strong analytical and problem-solving abilities with experience identifying trends, analysing data and implementing solutions. Ability to work independently and collaboratively. Experience using CRM systems and other relevant software. Flexibility to work 37.5 hours per week between 9am–7pm, Monday to Sunday, on a rotating shift basis. Hybrid working with a minimum of three days per week in the office. INTERVIEW PROCESS Step 1: Video call with a member of our Talent Team to find out more about your experience and why you want to work at Carwow Step 2: 45 mins video-call with the Hiring Manager Step 3: 45 mins in-person skills-based interview Step 4: Values Interview WHAT’S IN IT FOR YOU Competitive comp package 28 days' holiday plus bank holidays, increasing to 35 with length of service, plus extras for house moves, weddings and more! Employee-friendly share options Pension scheme via Royal London - up to 5% company contribution Vitality private healthcare insurance Life Assurance - 4x annual salary Monthly coaching sessions with Spill - our mental wellbeing partner Inclusive parental, partner and shared parental leave including up to 20 weeks' full pay maternity and shared parental leave, and 8 weeks' full partner pay, as well as fertility treatment and pregnancy loss policies Bubble childcare support and discounted nanny fees for little ones 'Work from abroad for a month' annual scheme Generous learning and development budget £500 home office budget DE&I @ CARWOW Diversity and inclusion are an integral part of our culture. We know that diverse teams are strong teams, so we welcome people with alternative identities, backgrounds and experiences to apply. Recruitment decisions are based on experience, skills and potential, ensuring all applicants are treated fairly and equally.