Team Lead, Customer Success

Role Overview: If you are looking for a career at a dynamic company with a people-first mindset and a deep culture of growth and autonomy, ACV is the right place for you! ACV is a technology company that has revolutionized how dealers buy and sell cars online, transforming the automotive industry. As a Team Lead, Customer Success at ACV Auctions in Chennai, India, you will be responsible for providing coaching, training, and mentorship to drive customer success team members to hit and exceed their individual and team goals. Your role will involve collaborating across departments to advocate for customers and contribute to ACV's overall growth strategy. Key Responsibilities: - Actively and consistently support all efforts to simplify and enhance the customer experience. - Responsible for the hiring, onboarding, and performance management of the teammates within the department. - Lead, coach, and empower the customer success team to be successful in their roles. - Continuously coach and train team members to provide excellent customer service to both internal and external customers. - Constantly work cross-functionally with ACV teammates to build and maintain high-quality, genuine relationships to resolve customer escalations in a timely manner. - Oversee and manage escalations for assigned team accounts. - Foster a positive team culture, participate in team development, and continuously identify opportunities for improvement on the Customer Success Team. - Act as the voice of the customer internally and work cross-functionally with other departments to ensure a strong and consistent customer message is embedded in processes. - Artfully influence and nudge both ACV teammates and customers to get issues to resolution as quickly and cleanly as possible. - Perform additional duties as assigned. Qualifications Required: - High School or GED - required - 4 Year / Bachelors Degree - preferred - 4 year(s) Customer service experience - Progressive supervisory experience preferred. - Ability to read, write, speak, and understand English. - Experience leading, supervising, or managing people preferred. - Demonstrated collaboration, time management, influencing, and prioritization skills - Deep knowledge of dealership operations is a plus - Proven negotiation, mediation, decision-making, and de-escalation skills. - Ability to remain calm under pressure - Previous experience at ACV or specialized experience from traditional auctions is a plus - Prior leadership experience a plus Additional Company Details: ACV Auctions focuses on the Health, Physical, Financial, Social, and Emotional Wellness of its teammates and offers industry-leading benefits and wellness programs. The company values Trust & Transparency, People First, Positive Experiences, Calm Persistence, and Never Settling. If you are passionate, innovative, and enjoy a collaborative atmosphere, ACV Auctions welcomes you to join their journey in shaping the future of the automotive industry.,