Qapita - Lead - Customer Success Operations - Workflow Management

About The Role

• As a Lead, Customer Success Operations, you will be responsible for managing helpdesk and CR desk teams, streamlining workflows, leveraging analytics for insights, and enhancing overall customer satisfaction.
• This role requires a strategic thinker with strong leadership skills and hands-on experience in customer success operations.
  

Key Responsibilities

• Lead and manage helpdesk and CR desk teams to ensure seamless customer support and satisfaction.
• Optimize workflows and processes to improve operational efficiency and customer experience.
• Utilize reporting and analytics tools (e.g , Zendesk, Freshdesk) to derive insights and enhance performance.
• Drive CSAT improvements by identifying pain points and implementing effective solutions.
• Plan and execute customer engagement initiatives such as demos, webinars, and training sessions.
• Collaborate cross-functionally with internal teams to enhance customer success strategies.
  

What We're Looking For

• 4+ years of experience in customer success or helpdesk operations, with 2+ years in a leadership role.
• Strong leadership and team management skills with a proven track record of driving results.
• Hands-on experience with customer support tools like Zendesk, Freshdesk, or similar platforms.
• Analytical mindset with expertise in reporting, data analysis, and insights-driven decision-making.
• Customer-first approach with a strong ability to drive CSAT and operational efficiency.
• Excellent communication and stakeholder management skills.