Team Lead Customer Growth

As a Customer Growth Team Leader, you will be working with customers and the team.

You will be responsible for onboarding and providing customer support and exceptional

customer service. The job requires an intimate knowledge of the product features and

capabilities and the capacity to effectively train new customers and to troubleshoot

problems. You will also be responsible for leading the customer growth team, conducting

one on ones with other team members, analyzing churn and usage data and developing

best practices for our customers.

Were looking for a Customer Growth Team Lead who can-

Train customers over the phone and face to face sessions

Troubleshoot problems and provide solutions

Effectively plan and execute visits and calls through the team

Identify and assess customers' needs to achieve satisfaction

Provide accurate, valid and complete information by using the right methods and

tools in a timely fashion

Handle complaints, provide appropriate solutions within time limits and follow up

to ensure resolution

Follow communication procedures, guidelines and policies

Keep records of customer interactions, enquiries and concerns

Provide timely feedback to the company regarding service issues, bug issues or

customer concerns

Lead team meetings and conduct monthly one on ones with CG team

Analyze churn and usage data

Work closely with other geos CG team in to solve problems collaboratively

Set and drive targets

REQUIREMENTS

We are looking for leaders at all levels who have the hunger to work with some of the

smartest people, who are driven by a sense of purpose, and who wish to leave a legacy

in their respective domains and among their professional fraternity. We are not just

building apps or tech platforms, but rather building distributed ecosystems connected

through intelligent technology that can change the face of the food and grocery

consumption pipelines in India, forever, for the better.

An ideal candidate for this role is someone who has-

2+ years of experience leading customer Growth teams, preferably with

technology/FMCG companies.

Combine technical know how with empathy, patience and strong communication

skills.

You will have experience supporting customers using internet/mobile products.

Strong communication, leadership and coaching skills.

Is open and eager to learn.

You will have a great understanding of and interest in the internet, social media

and mobile platforms.

Familiar with customer support tools and structured way of working based on

KPIs.

Confident dealing with difficult conversations and experience of performance

management.

Must be customer centric and have the ability to adapt/respond to different

characters.

Ability to multitask, prioritize and manage time effectively.

Is self motivated and can manage change in a positive manner