Team Lead- Customer Success

As a Team Lead - Customer Success, you will play a crucial role in managing international voice and chat support operations. Your responsibilities will include leading a team of customer success executives, ensuring exceptional service to global customers, maintaining SLA adherence, and driving continuous improvement in service quality and team performance. Here are the details: **Key Responsibilities:** - Lead and supervise a team of customer success executives handling international calls and chat support. - Ensure prompt, professional, and effective resolution of customer queries and complaints. - Efficiently handle escalations while maintaining a high level of customer satisfaction. - Manage daily operations to ensure adherence to client SLAs, KPIs, and quality standards. - Provide support to end customers through emails, calls, and online chats by addressing their requests and queries. - Conduct regular team meetings, performance reviews, and one-on-one sessions to enhance team performance and engagement. - Coach, train, and mentor team members to improve communication, product knowledge, and problem-solving skills. - Monitor and analyze team performance metrics, preparing regular reports for management review. - Identify areas for process improvement and collaborate with internal departments to implement effective solutions. - Maintain compliance with company policies, procedures, and service guidelines. - Foster a positive team culture focused on accountability, learning, and customer-centricity. **Required Qualifications & Skills:** - Bachelor's degree in Business Administration, Management, or a related field. - 6-7 years of experience in customer support, with at least 3-4 years in an international voice/chat process and 2+ years in a team lead/supervisory role. - Strong leadership and people management skills. - Excellent verbal and written communication skills in English. - Proficiency in CRM systems, ticketing tools, and reporting dashboards. - Ability to analyze data and derive actionable insights for performance improvement. - Strong problem-solving, decision-making, and conflict-resolution abilities. - Customer-first attitude with a focus on delivering superior experiences. - Comfortable working in 24/7 rotational shifts with rotational week-offs. **Preferred Qualifications:** - Experience managing customer success operations in a BPO or SaaS environment. - Knowledge of service quality frameworks and customer retention strategies. - Exposure to handling clients and customers from international markets (US/UK/Australia preferred). If you are a professional with excellent English communication and customer-handling skills, comfortable with night shifts, and passionate about team development and customer satisfaction, this role is for you. [Note: Omitting any additional details of the company as they were not provided in the JD],