Team Lead - Customer Success & Operations

Job Summary:

We are seeking a proactive and experienced Customer Support - Team Leader to guide, mentor, and support our customer success team. The ideal candidate will be responsible for driving customer satisfaction, improving team performance, and ensuring the team follows best-in-class support practices. You’ll play a pivotal role in creating SOPs, improving KPIs, and maintaining a high standard of service excellence.

How you will make an impact:

• Team Leadership & Supervision

  : Lead, motivate, and mentor the Customer Support and Operations team to ensure seamless service delivery and consistent operational execution.

• Customer Experience Management

  : Drive superior customer service by ensuring timely resolution of queries, maintaining high CSAT, NPS, and customer retention metrics.

• Operational Coordination

  : Oversee and coordinate daily operations including appointment scheduling with partner labs, managing logistics for sample pickups, and ensuring SLAs are met across the board. Appointment & Service Scheduling: Streamline appointment booking processes with labs and customers. Optimize technician schedules and resource allocation to improve efficiency and customer satisfaction.

• Process Compliance

  : Ensure adherence to standard operating procedures, internal quality controls, and data handling protocols across all customer and operational touchpoints.

• SOP Creation & Implementation

  : Design, document, and implement scalable SOPs for both support and operations processes. Continuously refi ne workfl ows based on feedback and performance data.

• CRM Tool Implementation

  : Lead the implementation and optimization of a CRM tool to improve case management, customer visibility, and team productivity. Ensure proper data migration, team onboarding, training, and ongoing improvements aligned with business needs.

• Performance Management

  : Track and report key performance indicators (KPIs) across both support and operations. Monitor productivity, turnaround time, and customer sentiment to drive continuous improvement.

• Training & Development

  : Organize regular training programs and workshops for the team.

We are looking for people who:

• Proven

  5+ experience

  in a customer support or customer success leadership role.
• Strong understanding of customer experience metrics and tools.
• Are excellent communicators with a knack for coaching, cross-functional coordination, and problem-solving.
• Have experience implementing and managing CRM/ticketing systems (e.g., Zendesk, Freshdesk, Salesforce) including workflows and automation.
• Can build and implement scalable support and operational processes.
• Possess strong analytical skills and a data-driven approach to performance monitoring.
• Have experience working in tech-enabled customer support and operations environments.