Customer Success Lead

As a Customer Success Lead at Truein, you will play a crucial role in ensuring customer satisfaction by overseeing and optimizing the support operations. You will lead and manage the Customer Support team to deliver exceptional support and technical assistance to Truein's customers. Your responsibilities will include understanding customer needs, fostering a customer-centric culture, providing technical guidance, resolving complex issues, and communicating effectively with customers and internal teams. You will collaborate with cross-functional teams to ensure quick resolution of escalated customer support issues and enhance customer experience through data-led decisions and tracking KPIs. **Key Responsibilities:** - Understand and meet customer needs and expectations promptly. - Cultivate a customer-centric culture within the support team. - Provide technical guidance to the support team and customers. - Lead and inspire support professionals to achieve performance goals. - Conduct regular team meetings and training sessions for skill enhancement. - Resolve complex technical and functional issues efficiently. - Implement proactive measures to prevent recurring problems. - Communicate effectively with customers, internal teams, and stakeholders. - Collaborate with product development team to provide insights from customer support. - Coordinate with CS/Product/Engineering teams to ensure quick resolution of escalated issues. - Measure and enhance customer experience through data-led decisions and tracking KPIs. **Qualifications Required:** - Bachelor's degree or equivalent experience in Computer Science or related field. - 5+ years of experience in Customer Support for a B2B SaaS platform company. - Excellent troubleshooting, presentation, and documentation skills. - Strong verbal and written communication skills. - Ability to prioritize issues based on complexity and severity. - Result-oriented with great attention to detail. - Strong empathy for customers and passion for growth. - Flexibility in handling changing job duties and responsibilities. Truein provides a competitive compensation package and benefits. You will have the opportunity to work closely with an amazing team, be part of a fast-growing company, and challenge yourself to take your career to the next level. Truein is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive environment for all employees.,