Customer Success Team Lead

Position Title:

Location:

Ahmedabad Candidates Preferred

Customer Success Team Leader

Role & Responsibilities

• Lead, motivate, and mentor a team of Customer Success Executives to ensure high-quality customer interactions.
  
• Monitor team performance metrics and provide regular coaching, feedback, and performance reviews.
  
• Handle escalated customer issues, ensuring prompt and effective resolutions.
  
• Develop and implement strategies to enhance the overall customer experience and satisfaction.
  
• Collaborate cross-functionally with sales, product, and operations teams to ensure seamless customer service delivery.
  
• Conduct regular team meetings to share updates, best practices, and performance insights.
  
• Maintain accurate documentation of customer feedback and recurring issues to drive process improvements.
  
• Identify training needs and assist in onboarding new team members.
  
• Ensure compliance with company policies, SLAs, and quality standards.
  

Preferred Candidate Profile

• Experience:

  4+ years in Customer Success, Customer Support, or related field, with at least 1 year in a team lead or supervisory role.

• Skills:

• Excellent verbal and written communication in English.
  
• Strong leadership and people management abilities.
  
• Analytical mindset with the ability to use data to make decisions.
  
• Strong problem-solving and conflict-resolution skills.
  
• Proficient in CRM tools and customer service software.
  

• Personality:

• Customer-first attitude with empathy and accountability.
  
• Collaborative, organized, and target-driven.
  
• Ability to thrive in a fast-paced, dynamic environment.