Customer support TL

The position of Team Lead - Customer Success involves managing and guiding a customer success team within the B2C domain. As a Team Lead, you will be responsible for leading, mentoring, and motivating the team to ensure exceptional customer experiences. Collaborating closely with cross-functional teams is crucial to ensure customer satisfaction, retention, and success. Key Responsibilities: - Lead and manage a team of Customer Success Associates, setting clear performance expectations, providing feedback, and fostering a positive team culture. - Oversee customer onboarding, engagement, retention, and renewals in the B2C domain, driving strategies for high customer satisfaction and long-term relationships. - Serve as an escalation point for complex customer issues, ensuring prompt resolution and professional handling of complaints. - Provide coaching, training, and support to enhance team skills, product knowledge, and customer handling capabilities. - Collaborate with Sales, Product, and operations teams to align customer success efforts with business objectives and improve overall customer experience. - Generate and analyze customer success reports to track team performance, satisfaction, and retention metrics, providing updates to senior management. Required Skills and Qualifications: - Minimum 2 years of Team Lead or Supervisor experience in Customer Success within the B2C domain. - Proven ability to manage teams towards achieving customer success goals. - Strong understanding of customer success methodologies, tools, and CRM software. - Excellent communication and interpersonal skills for building relationships with customers and team members. - Proficiency in handling escalations and resolving complex customer issues efficiently. - Experience with CRM software (e.g., Salesforce, HubSpot) and a customer-first problem-solving mindset. - Ability to thrive in a fast-paced environment, manage multiple priorities, and drive continuous improvement initiatives. If you are passionate about delivering exceptional customer success experiences and possess the leadership skills necessary to guide a team to success, we welcome your application!,