Team Lead Customer Growth

Key Responsibilities:

• Customer Training and Support:

• Train customers over the phone and through face-to-face sessions.
• Troubleshoot and provide timely solutions to customer issues.
• Ensure customer satisfaction by effectively addressing their needs.
• Provide accurate, valid, and complete information using appropriate methods and tools.

• Team Management:

• Lead and motivate the customer growth team.
• Conduct team meetings and monthly one-on-ones with each CG team member.
• Monitor and set targets for team performance and service quality.

• Customer Relationship and Service:

• Handle customer complaints and provide solutions within set timeframes.
• Follow up with customers to ensure their issues are resolved.
• Keep thorough records of customer interactions, inquiries, and concerns.
• Provide timely feedback to the company on service issues, bugs, or customer concerns.

• Collaboration and Analysis:

• Work closely with customer growth teams across different regions (geos) to address and solve problems collaboratively.
• Analyze churn and usage data to understand customer behavior and develop strategies for retention and growth.

• Continuous Improvement:

• Contribute to the development of best practices and service improvements for customers.
• Identify trends and insights to improve customer satisfaction and team performance.

Requirements:

• Experience & Leadership:

• 2+ years of experience leading customer growth teams, ideally in technology or FMCG sectors.
• Proven track record of leading teams, including experience in performance management and coaching.

• Skills & Attributes:

• Combine technical know-how with empathy, patience, and strong communication skills.
• Experience in supporting customers using internet or mobile-based products.
• Strong leadership, communication, and coaching abilities.
• Ability to multitask, prioritize, and manage time effectively.
• Self-motivated with a positive attitude toward change and improvement.

• Customer-Centric Mindset:

• Deep understanding of and interest in internet, social media, and mobile platforms.
• Ability to adapt and respond to different customer personalities and situations.
• Familiarity with customer support tools and structured working methods based on KPIs.

• Adaptability & Growth:

• Open and eager to learn, with a strong drive for continuous improvement.
• Confidence in handling difficult conversations and managing performance.

• Additional Traits:

• Customer-centric, with the ability to align with the needs and expectations of different stakeholders.
• Ability to inspire and lead the team toward achieving customer satisfaction and business growth goals.