Customer Success | Team Lead  

As a Customer Success Team Leader, you will be working with customers and the team. You will be responsible for onboarding and providing customer support and exceptional customer service. The job requires an intimate knowledge of the product features and capabilities and the capacity to effectively train new customers and to troubleshoot problems. You will also be responsible for leading the customer success team, conducting one on ones with other team members, analyzing churn and usage data and developing best practices for our customers.

Responsibilities

• Train customers over the phone and face to face sessions
• Troubleshoot problems and provide solutions
• Effectively manage large amounts of calls and emails
• Identify and assess customers' needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods and tools in a timely fashion
• Handle complaints, provide appropriate solutions within time limits and follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Keep records of customer interactions, enquiries and concerns
• Provide timely feedback to the company regarding service issues, bug issues or customer concerns
• Lead team meetings and conduct monthly one on ones with CS team
• Analyze churn and usage data

• 4+ years of experience leading customer success teams, preferably with technology/SaaS companies
• Combine technical know how with empathy, patience and strong communication skills
• You will have experience supporting customers using SaaS solutions or internet/mobile products
• Strong communication, leadership and coaching skills
• Is open and eager to learn
• You will have a great understanding of and interest in the internet, social media and mobile platforms
• Familiar with customer support tools and structured way of working based on KPIs
• Confident dealing with difficult conversations and experience of performance management
• Must be customer centric and have the ability to adapt/respond to different characters
• Ability to multi-task, prioritize and manage time effectively
• Is self motivated and can manage change in a positive manner