Customer support TL

Job Description

Job Description: Team Lead - Customer Success Position Overview: We are seeking a Team Lead (TL) - Customer Success to manage and guide our customer success team in the B2C domain. The ideal candidate will have a minimum of 2 years of experience as a Team Lead in customer success, handling a B2C team, and will be responsible for leading, mentoring, and motivating the team to deliver exceptional customer experiences. The TL will work closely with cross-functional teams to ensure customer satisfaction, retention, and success. Key Responsibilities: Team Leadership: Lead and manage a team of Customer Success Associates to ensure consistent delivery of top-tier customer service. Set clear performance expectations, provide regular feedback, and conduct performance reviews. Foster a positive, collaborative, and high-performance team culture. Customer Success Strategy: Oversee customer onboarding, engagement, retention, and renewals within the B2C domain. Drive and execute customer success strategies to ensure high customer satisfaction and long-term relationships. Monitor and improve key performance indicators (KPIs) related to customer success, such as retention rates. Problem Resolution and Escalation Management: Act as an escalation point for complex or high-priority customer issues. Ensure customer complaints and concerns are addressed promptly and professionally, collaborating with other teams when necessary. Training and Development: Provide coaching, training, and ongoing support to team members to enhance their skills, product knowledge, and customer handling capabilities. Identify opportunities for skill development and drive continuous improvement initiatives. Collaboration: Work closely with Sales, Product, and operations teams to align customer success efforts with business objectives. Provide actionable customer insights to improve products, services, and overall customer experience. Reporting and Analytics: Generate and analyze customer success reports to track team performance, customer satisfaction, and retention metrics. Provide regular updates to senior management on team performance and customer success metrics. Required Skills and Qualifications: Minimum of 2 years of experience as a Team Lead or Supervisor in a Customer Success role, specifically within the B2C domain . Proven experience in managing and leading teams to achieve customer success goals. Strong understanding of customer success methodologies and tools used to drive customer satisfaction and retention. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and team members. Ability to handle escalations and resolve complex customer issues efficiently. Experience with CRM software (e.g., Salesforce, HubSpot) and other customer success tools. Strong problem-solving skills with a customer-first mindset. Ability to work in a fast-paced, dynamic environment and manage multiple priorities. If you are passionate about delivering exceptional customer success experiences and have the leadership skills to drive a team toward achieving their goals, we would love to hear from you! Show more Show less